Manager, Contact Center

Combined Insurance, a Chubb Company, is seeking a Contact Center Manager 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 Manager for the Customer Experience Delivery Center (CEDC) leads a team of contact center representatives responsible for service delivery through targeted inbound and outbound call retention efforts. The manager is responsible for the performance and effectiveness of the team, processes, and service outcomes. Equally important the manager executes on best practices that drive operational efficiency, service quality excellence, and employee engagement while being accountable for the achievement of customer loyalty, engagement, and satisfaction.

This role will effectively coach their staff to a high level of performance while maintaining employee engagement and motivation. They will implement retention strategies to achieve retention targets by working closely with internal partners to reduce the cancellation rate and maintain revenue. Additionally, this role will perform analysis to determine root cause of service breakdowns and make recommendations on new processes, develop improvements, and track success.

Responsibilities

• Communicate with direct reports and peers to ensure goal alignment and connect with other partners to gain support
• Create a great culture and ensure the team is staffed, trained, and developed
• Lead and direct the team to ensure quality service levels and positive customer satisfaction scores for all contacts
• Coach CSRs to support a high level of performance while maintaining employee engagement and motivation
• Ability to deliver feedback in a way that drives employee accountability and development
• Support teammates with individual development in relation to both their current position and future opportunities
• Strong ability to execute vision in a cross-functional and ever-changing environment
• Participating in interviewing and building a high-performing team
• Collaborate with management team to design and support events, and contests, and virtual ways to which build engagement and a positive team morale
• Assist in planning, assigning, and directing work to balance service levels and workloads
• Analyzes cancellation trends and results at an individual and business segment level.
• Provides recommendations for improving performance against retention and retained revenue goals
• Analyzes current business processes and provide thoughtful insight to implement improvements to efficiency and effectiveness
• Demonstrated knowledge of Microsoft Office products with ability to manipulate data in Excel, Word, and PowerPoint quickly and accurately
• Expected to be able work various shifts within 5:30 a.m. – 4:00 p.m. MST timeframe. Monday-Friday.  Hybrid Work Schedule, 3 days in office, 2 days remote
• Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, People Leader and Ownership
• Other assignments as required

Competencies

• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues.  Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.    
• Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.  Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth  
• Initiative: Willingly does more than is required or expected in the job.  Meets objectives on time with minimal supervision.  Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.  
• Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course  
• Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in c