Senior Manager; Customer Service (DentaQuest)

$68,800 - $102,000/Yr

Sun Life Financial - Boston, MA

Full-time - Mid Level

Boston, MA

10,001+ employees

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Senior Manager, Customer Service at Sun Life plays a pivotal role in the Operations Management Team, focusing on the planning, development, and management of the Operations division. This position is essential for meeting the business's financial and operational objectives by guiding a functional or multi-functional unit to provide quality, cost-efficient customer service processes. The Senior Manager is responsible for promoting individual and team development to exceed the financial, operational, and service objectives of both the operations division and the corporation as a whole. In this role, you will be tasked with creating, maintaining, and optimizing IVR call routing, managing new business implementation requirements for call routing, and improving IVR self-service containment. You will act as a primary liaison with Telecom and IT, addressing and resolving telephony issues, migrations, and upgrades. Additionally, you will drive AI and robotic projects, develop and maintain a Back Office staffing playbook, and set strategic goals for the department. Your leadership will be crucial in ensuring the implementation, measurement, and attainment of these goals, as well as in developing and maintaining Standard Operating Procedures (SOPs) for IVR and Backoffice work. Collaboration is key in this role, as you will work cross-functionally to ensure a strategic approach to contact center management and processes. You will spearhead the department by coaching and managing team resources, addressing performance management processes, and assisting in the evaluation of policies and procedures to develop new efficiencies. Your ability to communicate effectively with other team leaders and management will be vital in improving results and achieving goals. You will also monitor customer service expectations and satisfaction, striving to continually enhance performance and ensure quality through coordinated reviews and corrective action plans. This position requires a proactive approach to managing daily, weekly, and monthly phone statistics for compliance with contractual requirements, as well as assisting in the preparation of performance and wage evaluations. You will be accountable for coordinating strategies to motivate team members and assist in the hiring process, including interviewing candidates. Overall, this role is designed for a leader who is ready to make a significant impact on customer service operations and contribute to the overall success of Sun Life.

Responsibilities

• Create, maintain, and optimize IVR call routing.
• Manage new business implementation (NBI) requirements for call routing/new phone lines/agent skilling attributes.
• Improve IVR self-service containment.
• Act as a primary liaison with Telecom and IT.
• Address and drive to resolution telephony issues, migrations, and upgrades (i.e., Cisco, AWS).
• Drive AI projects (i.e., Speech Analytics).
• Drive Robotic Projects (i.e., Voids).
• Develop & maintain a Back Office staffing playbook (volume, process, resource requirements).
• Maintain & manage the DNIS table.
• Set goals for the department by strategizing and identifying operating goals.
• Ensure implementation, measurement, and attainment of these goals.
• Develop and maintain Standard Operating Procedures (SOPs) for IVR and Backoffice work.
• Collaborate cross-functionally to ensure a strategic approach to contact center management, processes, expectations, etc.
• Coach, facilitate, and manage the team resources.
• Manage the performance management process within the team by ensuring performance issues are addressed.
• Assist in the ongoing evaluation of policies and procedures, and assist in the development and implementation of new efficiencies based on assessments.
• Stay current on business needs by serving on management team, and/or corporate committees to share ideas, knowledge, and resources among teams.
• Aid Director or VP by acting as liaison; communicate issues (technological, operational, etc.) to appropriate individuals and recommend corrective action.
• Improve results and achieve goals by actively communicating with other team leaders and management outside of Customer Service.
• Support Customer Service by participating in the development of Customer Service initiatives to include operating efficiencies, quality and service levels.
• Ensure superior customer service by monitoring and measuring customer service expectations and satisfaction.
• Strive to continually improve Customer Service performance by becoming more efficient, more cost effective, more accurate, providing better service, reducing expenses, etc.
• Ensure quality by establishing, coordinating and monitoring quality/control reviews.
• Participate in the motivation and implementation of corrective action plans.
• Monitor daily, weekly, and monthly phone statistics for compliance with contractual requirements, assess, and recommend necessary policies and procedures to maintain compliance.
• Assist in preparation of performance and wage evaluations in accordance to company policy.
• Administer appropriate compensation allocation for the team, including developing staffing models and projections to meet corporate objectives and to stay within budgets.
• Coordinate and implement appropriate strategies for motivating team members.
• Assist in the hiring process, including interviewing candidates.

Requirements

• 8+ years operations or related call center experience; cross functional experience a plus.
• 5+ years Leadership or call center management experience.
• Ability to improve IVR self-service containment.
• Experience with Robotic Projects (i.e., Voids) and AI projects (i.e., Speech Analytics).
• Strong facilitation, problem solving and interpersonal skills.
• Strong PC skills (Microsoft Office; PowerPoint, Excel, and Word).
• Ability to adapt to a constantly changing environment.
• Experience with data collection, investigation and reporting, budgeting, and profitability analysis.
• Understanding of call routing strategies in a dynamic call center environment.
• Understanding of Back Office work processes and tools.
• Technical mindset using technology to support member, provider and agent processes.

Nice-to-haves

• Experience with data analysis and reporting tools.
• Familiarity with customer service software and CRM systems.
• Knowledge of industry best practices in customer service operations.

Benefits

• Generous vacation and sick time.
• Market-leading paid family, parental and adoption leave.
• Partially-paid sabbatical program.
• Medical plans, company paid life and AD&D insurance, as well as disability programs.
• 401(k) plan with an employer-paid match.
• Employer-funded retirement account.
• Flexible work environment with a friendly, caring, collaborative and inclusive culture.