National Life - Addison, TX
posted 2 months ago
As the Manager for the Customer Experience Center (CEC) at National Life Group, you will play a pivotal role in leading and supporting a team dedicated to delivering exceptional customer service across our Life Insurance and Annuity business lines. This position is essential for overseeing the Customer Service and Support teams, ensuring that they are equipped with the necessary tools and processes to provide peace of mind to our customers. You will be responsible for guiding service analysis and delivery across multiple sites, collaborating closely with distribution leadership and agency sales relationships to ensure that our offshore and vendor partnerships effectively support CEC operations. In this role, you will lead, mentor, and manage Contact Center representatives, fostering a culture of excellence and high performance. You will assist in the development and implementation of strategic goals that align with broader departmental and organizational objectives. Your leadership will be crucial in promoting a team environment that embraces our core values and culture, ensuring that all team members are engaged and motivated to deliver superior service. Operational oversight is a key component of this position, as you will monitor activities across multiple lines of business and sites, ensuring compliance with company policies and industry regulations. You will maintain rigorous productivity and quality standards through comprehensive audits and reviews, driving operational efficiency by implementing innovative processes that enhance workflow and resource utilization. Additionally, you will be responsible for performance monitoring and reporting, providing detailed, data-driven updates to leadership on production metrics, trends, and outcomes. Your insights will help inform product, sales, and technology enhancements, contributing to the continuous improvement of our service delivery.