Director - Call Center Operations

About the position

The Call Center Director will be responsible for overseeing the daily operations of our life and annuity call center, ensuring the highest level of customer service and satisfaction. This role requires a seasoned professional with a proven track record in managing call centers (in person and remote), driving improvements, and a strong understanding of call center technology. The ideal candidate will be adept at evaluating incoming talent, motivating, training and directing staff, holding them accountable to meet Nassau's 'Best in Class' standards productivity and call quality expectations, and continuously striving to enhance the customer experience.

Responsibilities

• Analyzes call center metrics and prepare reports for senior management
• Maintains a high awareness of the technologies of the call center industry. Proposes and implements changes in technology, as appropriate.
• Motivates, engages, and collaborates with call center staff to drive loyalty and bring out their best.
• Strategically plans, implements and reviews innovative changes to the Call Center to anticipate and satisfy the callers' needs.
• Capable of managing multiple projects while maintaining daily operations
• Formulates policies, programs, and schedules based on knowledge of training needs and organizational requirements.
• Forecasts and analyzes the FTE needs for the Call Center and makes recommendations to maximize performance, ensure customer satisfaction and account for growth, seasonal variations, and special events.
• Participates in long-range planning and the formulation of goals to ensure that an efficient scheduling model is maintained.
• Builds and maintains effective teams committed to organizational goals; fosters collaboration among team members and teams; assists teams to address relevant issues; directly involved with development of skills of team members to successfully function within team environment.
• Implements procedures as necessary for compliance to Federal, State, and industry regulations. Serves as a resource and/or uses other knowledgeable resources, when appropriate.
• Represents Call Center for Company initiatives and other projects that impact total services operations and service orientation of the Company.
• Determines staffing and resource requirements and matches skills with project needs.
• Perform other duties as assigned

Requirements

• College degree or equivalent work experience
• Demonstrated knowledge of financial services industry and ability to communicate complex concepts to a wide range of audiences
• Experience in Talkdesk and exposure to AI and the efficiencies it can bring preferred. Knowledge of skill-based call routing systems expected.
• Ability to recognize Company and industry trends and design programs/ideas/concepts that allow Nassau to continue to elevate Best in Class service with an objective to continually stay a step ahead of our competitors.
• Solid communication skills and the ability to host round-table discussions, company meetings, and facilitate dialog and discussion within the team and with other departments at Nassau
• Ability to deliver difficult messages to key partnerships, producers, clients and staff while keeping relationships in mind
• Ability to render and communicate decisions in a clear and concise manner, with supporting rationale. Takes an overall-Company and considers cross-functional view considerations when uncovering facts and formulating recommendations for action
• Experience in dealing with outsourced third party administrators a plus
• Experience managing and motivating teams both in person and remotely.
• Adaptable to change and able to seek unique solutions to unique problems and opportunities
• Proven skills in customer support, call center management, and employee supervision
• Collaborative approach to building solutions
• Excellent listening, verbal, written and interpersonal skills for interaction with internal and external clients
• Proven experience acting as a change agent and providing strategic solutions to call center/customer service issues
• Flexibility to adapt to changing business needs and environments.
• Ability to write, analyze, and interpret reports
• Ability to define problems, evaluate data, establish facts, and draw valid conclusions

Nice-to-haves

• Experience in Talkdesk and exposure to AI and the efficiencies it can bring preferred.
• Experience in dealing with outsourced third party administrators a plus

Benefits

• Competitive base salaries
• Performance driven incentives
• Unique professional development opportunities