Contact (Call) Center Vice President
- Job Title
- Contact (Call) Center Vice President
- Job ID
- 27682115
- Location
- Tampa, FL 33607
- Other Location
- Description
-
Slide is an insurtech bringing together top talent, cutting-edge technology, world-class data science, and a human-centric approach.
We work and think differently, leveraging Big Data, AI, and machine learning to simplify and hyper-personalize every part of the insurance process. Why? Because modern consumers expect and deserve more from the insurance experience. And we have what it takes to deliver it.
Rebuilding every part of the insurance process to modernize the way it is written, explained, and managed is no small feat, but we are up for the challenge….are you?
Job Summary: The Contact (Call) Center Vice President is responsible for overall leadership and operations management of the call center functions to achieve our mission and meet organization goals and requirements. This includes excellent performance in areas of customer service, process improvement, workforce optimization, digital delivery, and quality assurance. Success in this role measured by the organization’s ability to provide high quality services while meeting Service Level Standards, continuous improvement in call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
Duties and ResponsibilitiesEducation, Experience and Licensing Requirements- Responsible for call center (FNOL, inbound and outbound) operations across all departments and for meeting or exceeding company goals and all regulatory requirements.
- Lead and develop a team; forecast and manage staffing levels and associated expenses.
- Develop, design, and implement strategy and tactics to continuously improve call center KPIs.
- Ensure a proficient QA process and team to conduct call listening and coaching sessions with team members to improve quality and drive compliance and operational efficiency.
- Manage all 3rd party service providers that perform activities for the Contact Center.
- Direct the development and execution of operational business processes through use of technology and automation tools.
- Function as the executive escalation point for customers.
- Maintain and improve contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Aggregate and present Contact Center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintain professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops and trade seminars; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Ensure creation and/or maintenance of operational procedures for all departments.
- Participate in strategic initiatives; provide insights on member and team member impact of organizational initiatives.
- Perform other duties, as assigned.
- Bachelor’s degree preferred, or 7+ years of continuous contact center leadership.
- Minimum of 7 years of overall Leadership experience required.
- Contact Center leadership with increasing responsibility levels necessary for success.
- Insurance industry experience required.
- Experience with multi-channel service platforms that match right service channel (call, chat, email, etc.) for the best customer service delivery.
- Experience with cloud-based CRMs, telephone, and workforce management systems.
- Experience with annual budgeting processes for contact centers.
- Ability to work flexible hours as needed (evening and weekends).
Qualifications/Skills and Competencies- Strong leadership and team development skills.
- Solid knowledge of business operations, procedures, and priorities with a strong ability to support change and impart value within an organization.
- Strong communication and presentation skills.
- Good organizational and time management skills.
- Knowledge of data sources, tools, applications, and business drivers.
- Proficient in Microsoft Office (Excel, Word, Power Point).
- Desire to live Slide’s Core Values.