An experienced Insurance Call Center Customer Service Director experienced in Property and Casualty and Life insurance to support complex business process for our outsourcing accounts. In this role, you will be responsible for managing team development, issue resolution, and monitoring the metrics and KPIs of the agents and the team. In this role you will plan, direct and coordinate the work of call center insurance managers engaged in assisting policy holders with coverage limits, claim information, and general account questions. This is a senior-level position requiring experience in the P&C industry and account management. Experience in BPO insurance contracts, call center operations, customer services and/or retention is preferred. In addition, candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.
SALARY
Commensurate
POSITION RESPONSIBILITIES
Customer Service Directors manage the day-to-day client relationship, including strategic planning, change management, process creation, adherence, and service delivery. In this role, you will be the primary point of contact for our P&C clients and the HCLTech operations team. The Director is responsible for the following tasks:
+ Develop a detailed understanding of client products and services
+ Conduct audits to ensure employee compliance with internal and external policies.
+ Provide hands-on team leadership, problem-solving, and coaching
+ Manage growth and oversee the customer service operations
+ Improve and strengthen existing programs
+ Provide input, innovation, and support to a team of supervisors and team leads
+ Project management of new launches and initiatives, including process design and implementation
+ Ensure program efficiency and financial performance
+ Perform insurance functions as needed, including processing claims, billings, and policy changes
CANDIDATE QUALIFICATIONS
Qualified candidates will be willing to learn new products, processes, and technology. In addition, candidates should be positive, driven, and confident individuals that will professionally represent the company and its customers. Other Customer Service Director Qualifications Include:
+ Requires 10+ years of insurance experience building and managing Property and Casualty and Life insurance programs and a proven track record of inside sales management
+ Bachelor's degree in management or equivalent experience preferred
+ Professional designation (CPCU/CIC/AAI/CISR) preferred
+ Ability to work professionally in a fast-paced environment
+ Proficient in Microsoft Office Suite products
+ Experience managing complex business processes
+ Insurance sales and underwriting experience a plus