Manager CX Contact Center

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The APD Customer Service Manager provides leadership to the Customer Support team to ensure optimal service delivery. He/she is responsible for managing day-to-day operations of the department in a contact center environment and ensures service levels and quality standards are met. This Manager must have strong technical knowledge of APD business processes and call center systems.

Primary Responsibilities:

• Manages the Team’s Deliverables 
• Establishes team goals that align with overall departmental goals and strategy
• Routinely reviews the team’s deliverables in relation to established goals and standards
• Provides oversight to ensure production and quality standards are met
• Resolves problems and establishes an escalation process
• Drives improvements in team productivity by developing employees
• Manages Individual Contributors
• Manages performance to drive results and meet Service Level Agreement (SLA) and Quality standards 
• Drives employee engagement and motivates employees
• Provides feedback and coaching to improve the overall performance of the team
• Defines roles and responsibilities within the team and assigns work appropriately
• Promotes culture of high performance by differentiating rewards and recognition
• Manages employee development within the team and leverages talent across the department
• Identifies training needs
•  Plans, organizes, and assigns the work as it relates to workflows within the team and coordinates processes across the larger functional area 
• Drives and promotes continual process improvement for overall department/functional area
• Creates an environment which facilitates cross-departmental and cross-functional training opportunities and ensure synchronization of processes between departments/areas
• Leads continuous improvement initiatives and participates in projects that impact the department
•  Interfaces and fosters relationships with other functional areas and leaders in the organization
• Attends critical meetings that impact the team workflows and deliverables
• work across areas both externally and internally
• Responsible for and acts as a liaison for external and internal relationships and cross-functional teams
•  Provides effective communication across the organization
• Conducts team meetings, individual meetings and communicates with peers and/or other support personnel in the organization
• Translates business goals and direction to ensure alignment with overall department goals
• Routinely identifies and shares information and solicits feedback regarding process improvements and general company departmental information
• Cascades information and implements communication plans

Requirements:

• Bachelor’s degree or equivalent leadership experience
• At least 5 years of experience in a customer service environment
• Proven interpersonal skills, communication skills and organizational skills
• Strong aptitude to problem solve and analyze data
• Previous work experience in a contact center environment is preferred
• Proven ability to understand technical concepts and adapt to new systems and applications

Leadership Competencies:

• Effective Communications with Transparency: Is open and forthcoming in communication. Disseminates information in a timely manner about decisions, plans and activities. Demonstrates tolerance for new ideas and failures.
• Empowering: Delegates appropriately to provide challenging and stretch assignments. Encourages and rewards individual initiative
• Managing for Results/Performance: Sets challenging goals and productive goals for the team. Keeps team accountable for actions.
• Developing Employees: Actively recruits and develops talent to meet the needs of today and tomorrow. Provides coaching and feedback to enable performance and desired outcomes. Effectively and quickly manages under performance.
• Collaborative: Actively builds relationships across the organization. Works with others to find the best solution.
• Adaptive: Thinks “out of the box” to find innovative solutions. Adjusts to changes easily and leads others in change.
• Courageous: Learns from failure – “fails forward.” Will take a stand even if it is unpopular.

Protective’s targeted salary range for this position is $58,000- $68,000 annual. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one c