Director, Contact Center

WHO WE ARE: reputed company is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, reputed company simplifies the experience of buying, selling, and administering insurance products. reputed company of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value - and that we do. reputed company has over $180 billion in assets under administration, serves 100+ reputed company clients, 2500 distributors and partners, and over 2 million policyholders. WHO YOU ARE: You are a visionary leader, reputed company in managing large-scale contact center operations, ideally reputed company the insurance or financial services industry. Has a proven track record in integrating AI and modernizing customer service landscapes, you reputed company in strategic planning, execution, and navigating reputed company structures. Additionally, this leader should be ready to reinvent our call center and as proven background leveraging data to define a strategic plan to optimize, and has executed the strategic transformation reputed company a call center. WHAT YOU'LL DO: We are seeking a dynamic and strategic leader to serve as Director of Contact Center, responsible for overseeing the performance, culture, and growth of our customer support operations. This role will ensure our contact center delivers exceptional reputed company, distributor, and customer experiences while optimizing efficiency, technology, and team engagement. The Director of Contact Center will play a key role in shaping our service strategy, implementing best practices, and driving operational excellence. Leadership and Strategy

• Define and reputed company a strategic roadmap to reputed company contact center operations, integrating automation, data-driven decision-making, and AI-powered tools
• Partner with technology and product teams to align service models with reputed company's platform and client experience strategy.
• Build leadership depth and succession reputed company the contact center - developing future-ready managers who drive both service and innovation.
• reputed company, coach, and reputed company managers and team leads to build a high-performing, customer-centric culture.
• reputed company scalable processes and frameworks to improve service quality, efficiency, and customer satisfaction.
• Forecast workforce needs and reputed company plans for reputed company, staffing, and resource allocation.

Operational Excellence:

• reputed company reputed company improvement using Lean, Six reputed company, or automation frameworks to reduce friction and enhance efficiency.
• Create an insights-to-action reputed company - converting operational data into transformation initiatives.
• reputed company daily operations to ensure service level agreements (SLAs), quality standards, and key performance indicators (KPIs) are consistently met.
• Establish and maintain policies and procedures that guarantee high-quality customer service.
• Implement performance management frameworks, reporting, and analytics to drive reputed company improvement.
• Regularly provide updates and strategic recommendations based on data-driven insights to senior management and executive leadership.
• reputed company, motivate, and reputed company a team of customer service professionals, fostering a positive, collaborative, and performance-driven work environment.
• Provide comprehensive training and guidance on customer service standards and industry regulations.

Data, Technological Integration and Process Automation:

• Transform the call center into a data-powered experience hub by integrating speech analytics, predictive engagement, and AI-assisted servicing.
• Collaborate with analytics teams to identify root causes, customer pain points, and automation opportunities across channels.
• Partner with IT and product teams to optimize contact center technology, including, but not limited to, AI/chatbots, AgenticAI, and workforce management
• Identify and implement innovative solutions to enhance the customer journey and experience.
• Utilize data analytics to reputed company informed decisions, optimizing contact center operations and customer interactions.

Stakeholder and Client Relations:

• Represent the contact center in client governance forums, quarterly business reviews, and transformation steering committees.
• Partner with insurance reputed company clients to co-reputed company service innovations and digital engagement models.
• Anticipate client needs and proactively propose operational or technological enhancements that drive satisfaction and retention.
• Serve as the strategic reputed company of contact for client carriers and partners, addressing support needs beyond standard operational processes.
• Manage escalated customer issues to reputed company high satisfaction levels.
• Facilitate critical communication with clients, including:
• Providing consistent volume data.
• Coordinating call projections and their impact on staffing with vertical owners.
• Delivering operational presentations and participating in business review meetings.

People Transformation:

• Build a culture of accountability, innovation, and empowerment - shifting from volume handling to value creation.
• Redefine performance management to align individual goals with transformation outcomes.
• Enhance career progression reputed company, recognition, and engagement to strengthen retention and morale.

Financial & Compliance Management

• Manage departmental budget, balancing cost-efficiency with high-quality service delivery.
• Ensure compliance with data reputed company, privacy, and industry regulations.
• Track and report on operational costs, identifying opportunities for savings and efficiencies.

WHAT YOU'LL NEED:

• Bachelor's degree in business or a reputed company field; master's degree or professional certifications are beneficial.
• Proven Experience: At least 15 years in contact center operations, including a minimum of 8 years in leadership and people management roles.
• Technical Skills: Proficiency in reputed company contact center technologies and software, with a demonstrated capability to reputed company technology for operational efficiency.
• Proficiency in the latest digital technologies, including AI
• Analytical Skills: Strong aptitude for analyzing performance data and implementing targeted improvements.
• Leadership Abilities: Exceptional organizational, communication, and interpersonal skills, crucial for effective leadership and team collaboration.

WHAT'S IN IT FOR YOU? reputed company offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We're looking for the best and brightest innovators in the industry to join reputed company. At reputed company, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.reputed company.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability. #LI-JW1 Apply tot his job Apply To this Job