at Chubb in Chicago, Illinois, United States
Job Description
JOB DESCRIPTION
Combined Insurance, a Chubb Company, is seeking a AVP, Customer Contact Center to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals-just like you!
Job Summary
The Contact Center Leader for the Customer Experience Delivery Center (CEDC) leads a team of Directors, Managers, Supervisors and both licensed & non-Licensed contact center representatives for our U.S. Operations and responsible for service delivery to both internal and external customers. The leader is responsible for the overall performance and effectiveness of the team, processes and services offered by the CEDC. Equally important the leader is the primary champion of driving high satisfaction customer experience that is aligned with the strategic direction of business - to include responsibility for managing the customer lifecycle at the contact center level, driving customer loyalty, engagement and satisfaction.
This role will drive both the strategic direction and the tactical, day-to-day activities. This person must enjoy creative problem solving, have the ability to adapt quickly to changing priorities and thrive in a fast paced & collaborative environment. In addition to leading managers and their teams this role will serve as a cross functional liaison working with learning and development, claims, sales, marketing and finance to drive important strategic initiatives. You'll track Key Performance Indicators of your team daily, with a focus on results and optimizations. Position requires advanced people Leadership Skills (Inspire, Connect and Grow) the team, advanced team Operational Skills (Measure, Analyze, Innovate, Scale) performance/results, exceptional influence management skills and delivering operational success within our framework of (PMA) corporate values.
The Contact Center Leader role will need an individual who sees the potential for how the group should exist and takes steps to get there- risk taking, listening, and taking responsibility is key. Ensure the vision becomes reality by stating clear goals, outlining a plan for achieving the goals and equipping & empowering each member to take action on the plan at the team and individual levels. Business execution is critical- ability to drive program and strategic vision, fixate the team on achieving service & revenue goals and creating an environment of high accountability. People leadership is critical - the ability to inspire and motivate others to complete a series of tasks while exhibiting patience, effectively communicating, teaching/mentoring and providing effective feedback.
Responsibilities
- Provide direct management oversight to directors, front-line managers, supervisors - including developing management skills, coaching performance, inspiring the team to do their best work; includes routine travel across three U.S. operational centers.
- Responsible for establishing key metrics and directing team to produce results that meet or exceed our SLA's to include production targets, time service and quality level of service provided to our customers.
- Works collaboratively with the team and business partners to remove roadblocks and administrative obstacles to ensure agents and customers see Combined as easy to do business with
- Active involvement in removing obstacles that interfere with effectively serving customer needs
- Review service observations...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
