SBLI Life Insurance is seeking a strategic and customer-focused Contact Center Leader to lead and optimize how we service our policyholders, agents, and partners. This leadership role is crucial to ensuring that our customer experience (CX) operations run smoothly while delivering optimal service performance. The successful candidate will oversee a team of approximately 25 representatives, analyze call patterns, and continuously improve processes related to team structure, self-service portals, training, and technology.
The Contact Center Leader will also function as the business lead on enhancing and optimizing our CXOne technology and knowledge base, ensuring that it best serves the interests of our customers.
Principal Responsibilities:
• Customer-Centric Leadership: Establish and maintain a customer-centric service culture across multiple teams, including managing the Contact Center and Licensing Phone Teams while collaborating with internal processing teams and Knowledge Management SMEs.
• Quality Control: Monitor inbound communication (phone, chat, text) to ensure high-quality service delivery while adhering to company policies and procedures.
• Process Improvement: Use customer service expertise to assess and improve existing practices, processes, and procedures for actionable improvements in the call center.
• Team Leadership: Effectively lead and organize teams, providing guidance, motivation, and support to members to help them grow and succeed.
• Coaching & Development: Conduct performance reviews, quality assessments, and individual coaching sessions to help team members reach their full potential.
• Continuous Learning: Promote a culture of continuous learning by collaborating with the training team to enhance agent skills and develop supporting call flows.
• Customer Feedback Analysis: Leverage feedback from customer satisfaction surveys (NPS, CSAT) and market analysis to identify opportunities for improvement and best practices.
• Cross-Functional Collaboration: Collaborate with other teams and present insights to leadership with effective, data-driven presentations.
• Data Analysis: Analyze call center data, team performance, and customer metrics to generate reports, interpret findings, and present recommendations to team members, stakeholders, and leadership.
• Performance Monitoring: Review and manage SLAs and KPIs, preparing performance reports for management. Monitor operational efficiency, service quality, and procedural adherence to meet service delivery expectations.
• Escalation Management: Perform trend and root-cause analysis on escalations and contribute to action plans for process improvement.
• Innovation & Best Practices: Stay up to date with industry trends and best practices, making recommendations to leadership on innovative solutions for customer experience improvement.
• Telephony & IT Systems Management: Work with IT/Telephony teams to ensure systems and tools are operating efficiently. Own the Call Center’s telephony business requirements and collaborate with vendors to ensure optimal performance.
• Product & Process Knowledge: Develop an in-depth understanding of SBLI’s insurance products and services, ensuring the team stays updated on changes and improvements in processes.
Qualifications:
• Experience: Minimum of 10 years in a Contact Center environment, with at least 5 years in a managerial or supervisory capacity. Experience in the insurance or financial services industry is preferred.
• Technical Skills: Experience with Contact/Call Center technology, including call mapping and routing required.
• Leadership: Proven track record in managing large teams and improving customer satisfaction.
• Problem-Solving: Strong decision-making acumen and proactive approach to solving problems.
• Continuous Improvement: Experience in business transformation, operational excellence, and continuous improvement.
• Communication Skills: Strong written and verbal communication skills, with the ability to present complex ideas clearly and effectively.
• Interpersonal Skills: Excellent interpersonal skills with the ability to build and extend relationships with a diverse range of individuals, including policyholders, partners, and team members.
• Microsoft Office: Proficiency in Microsoft Office, particularly Word and Excel.
• Certifications/Licensures: LOMA or other insurance designations preferred.
• Ability to work hybrid work schedule - three days in office with mandatory Wednesdays.
If you're passionate about delivering exceptional customer service and optimizing contact center performance, we would love to hear from you! Join SBLI Life Insurance and help us create a lasting impact for our customers.
Local candidates only, no sponsorship available.
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