Selective Insurance Company of America

Vice President - Contact Center Operations

US-VA-Richmond
Experience (Years)
10
Category
Business Executive
Status
Full-Time Regular
FLSA Status
Exempt/Salaried
Job ID
5632
Travel %
20-25%
Auto Reimbursement
No

Overview

Excellent opportunity for an experienced strategic, results oriented leader to provide vision, leadership, and management for multiple Contact Centers in our super regional P&C insurance company. This influential business leader will develop and implement standard operating policies and practices that result in best in class service to agents and insureds across all communication channels. Build a sustainable, scalable operation delivering efficiencies while remaining flexible to meet the needs of the changing market and client base. Establish performance standards, metrics, quality assurance programs, and training strategies that support service excellence and continuous improvement of core services. Develops and achieves strong customer satisfaction standards. Collaborates with key stakeholders to develop new and economically viable ways to improve the customer experience and champion new technologies and system enhancements. Leads and develops a high performing team of customer advocates.

 

Responsibilities

Partners with key stakeholders to ensure a seamless customer experience across all channels. Create ease of doing business and simplicity through solutions that put us ahead of the competition. Creates service alignment between Selective and distribution partners.

 

 
Continuously analyze operations by obtaining and reviewing feedback on service model.  Develop accurate reporting analytics to optimize marketing, operations, and distribution channel, and take actions to remediate issues that impact goal attainment.

 

Works with senior management to develop short and long-term business and strategic plans and organizational structure within contact centers.

 

Analyze and recommend strategies around using new and emerging ways to contact and interact with our agents and customers.  Share best practices and build synergies where possible.

 

Focus on continually improving quality and maximizing the customer experience.  Understands and shares key business drivers across contact center operations to ensure there is a clear understanding and ownership of customer and quality standards and measures.


Builds understanding and awareness of product and growth strategies and assess contact center impact and readiness to support these initiatives.  Instills customer centricity throughout contact centers and ensure employees understand the value we place on service in the customer experience.


Effectively recruits, trains, and coaches leaders and employees, while ensuring ongoing skill development. Leads the team to excellence through the effective administration of quality assurance initiatives, productivity attainment, and through highly effective coaching and leadership. 


Prepare and manage operating and expense budget.

 

Travel between Contact Center sites represents about 25% of time.

 

Qualifications

10+ years of contact/service leadership position with accountability for driving efficiency and effectiveness through people, process, and technology paths.

Proven background in improving customer experience and operational performance.

Excellent strategic, analytical, and problem-solving skills in a fast-paced environment.

Strong team player with proven experience in developing high-performance teams.

Excellent relationship management skills including the ability to drive change and influence within a cross-functional environment.

College degree in related discipline preferred.

Experience with LEAN/Six Sigma type improvement methodologies a plus!

 

 

Selective is an Equal Employment Opportunity employer. Selective maintains a drug-free workplace

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