The Service Center Director is responsible for the management and the development of an international/domestic service center that provides services for customers in the USA and worldwide clients in a 24/7/365 environment. The role will focus on accelerating value creation through innovative and customer-centric strategies that align incentives around employee satisfaction, member experience and improved operating costs.
About the Role: Primary responsibilities are to manage the strategic effectiveness of our service center team and achieve service level goals and long-term service strategies through the effective management of people.
Responsibilities:
- Determine service center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses, identifying and evaluating technology, productivity, quality, and service standards, contributing information and analysis to organization strategic plans and reviews.
- Collaborate across the organization to define the customer journey and recommend process improvements to improve the overall customer experience.
- Maintain and improve service center operations by monitoring system performance, team performance, identifying and resolving problems, preparing, and completing action plans, managing systems, process improvements, and quality assurance programs.
- Accomplish service center people objective through ensuring strong recruiting, training, coaching and development of all levels of associates.
- Responsible for creating an environment of inclusivity, recognition, and teamwork to ensure employee engagement and alignment with company values and objectives.
- Prepare call center performance reports by collecting, analyzing, and making recommendations based on data and trends.
- Maintain professional and technical knowledge by tracking emerging trends, attending education workshops, reviewing profession publication, establishing personal networks, benchmarking state-of-the art practices and participating in professional societies.
- Develop and maintain a collaborative partnership with stakeholders across the organization and key strategic partners.
- Work collaboratively with the Director of Global Service Center Support Services ensuring comprehensive ability to always back up each other's roles.
- Other duties as assigned.
Qualifications:
- Undergraduate degree required.
- 5-7 years of service center experience.
Experience in a Blue Cross Blue Shield Plan is a positive.
Required Skills:
- Strong customer service ethos.
- Must possess a can-do attitude.
- Strong leader and motivator with the ability to mentor talent within the organization; able to provide work direction; able to attract and retain top talent.
- Action oriented, problem solving, perseverance, and drive for results.
- Strong business acumen with ability to negotiate and generate commercial outcomes.
- Strong analytical and critical thinking ability - able to quickly assess, diagnose, and recommend.
- Drive sound and disciplined decisions that drive action while effectively using financial knowledge and data to manage the business.
- Drive high-quality execution excellence by communicating clear directions and expectations.
- Ability to work under pressure in complex environments and effectively manage competing priorities across multiple projects and business line.
- Proven ability to build relationships cross-functionally and lead toward common goals.
- Exemplary communication skills and ability to communicate effectively at executive levels.
- International experience - professional or extended personal experience.
- Cross cultural sensitivity and experience working with global teams.
Pay range and compensation package is competitive withing the industry.
Company is an Equal Opportunity Employer