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AVP, Contact Centers in Nashville, TN at The General® Insurance

Date Posted: 12/20/2018

Job Snapshot

Job Description


Performs strategic planning for the contact centers ensuring strategy is aligned with overall organizational objectives and supports the company’s mission and goals. Performs financial and capacity planning and analysis. Focuses efforts to enhance customer experience through appropriate strategies often leading initiatives, measuring outcomes, and making adjustments proactively to drive results. Responsible for vendor management of key business partners supporting resource or technology applications in the contact centers. Oversees contact center process ensuring process supports strategies and desired outcomes.

Leads the sales and customer service contact center operations overseeing multiple offices and remote workforce. Responsible for the execution of all call center operations ensuring the company meets customer needs and achieves organizational goals. Performs a wide variety of duties to direct, control, and coordinate the company’s sales and service functions in a multi-channel contact center environment. Responsible for all operating aspects of a fast paced, high volume call center in a ‘metric driven’ environment. Responsible for all aspects of integrity, accountability, passion, teamwork, collaboration and respect of all employees within the site.

Core duties include management and leadership of processes that foster continuous improvement of the sales cycles and customer experience. Tactical emphasis is on sales outcomes, customer care, quality management, workforce planning, recruiting, coaching and training and development, and achievement of key performance indicators. Performance metrics include sales close rates, call quality, efficiency, service level attainment, staffing utilization, acceptable turnover, agent and customer satisfaction measures, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.


• Performs strategic planning for a multi-channel contact center through collaboration with senior management and operations management teams. Demonstrates a solid understanding of industry best practices surrounding people, process, and technology, and establishes strategic plans, subject to review by senior management, to support alignment with best practices and organization goals and objectives. Establishes contact center key performance indicators and measurements, evaluates and recommends technology selections, establishes and oversees process management to continuously improve the customer experience.

• Communicates with and supports operations management in the execution and implementation of the strategic plans including supporting processes, practices, technology and organizational structure in the sales and service contact centers. Works with others to analyze and manage compensation structure and bonus plans to drive team and individual performance.

• Performs financial planning and analysis for contact centers by timely creating budgets, conducting variance analysis and reporting, working with managers to help drive adherence to plan and manages to optimal cost structure. Monitors key performance indicators and trends around operational cost of the contact centers and reports status, outcomes, and recommendations for improvement to senior management on a monthly basis. Prepares and presents strategic, financial information to senior management in a timely manner as required.

• Oversees capacity planning and analysis for contact centers by driving collaboration with operations management and workforce management to develop and maintain effective forecasting and staff modeling practices and plans. Plans and aligns contact center needs related to infrastructure requirements including seating capacity, acquisition and maintenance of software licensing for all contact center desktop technology. Prepares purchase requisitions, authorization for expenditure, obtains approvals and executes on contractual amendments for software to ensure appropriate infrastructure equipment is in place when needed. Works with facilities management team to ensure adequacy of contact center physical capacity and alignment with changes in contact center capacity requirements. Works with IT support to ensure virtual work program technology is sound, efficient and effective, and scalable to support remote workforce.

• Accountable as primary relationship manager for the external business process outsource (BPO) business partner(s) and optimizes for improvement in performance, efficiencies, and costs. Responsible for identification of BPO resource needs, monitoring performance issues or other concerns and manages the communications process, ensures plan of action with both parties and monitors results. Executes contractual agreements and amendments with appropriate approvals. Reports on efficiency and effectiveness based on the ability of the BPO to meet contractual obligations, performance requirements, and cost structure; provides updates to the senior management of the contact center and the BPO executives monthly.

• Develops and manages a strategy to optimize the value of incoming sales leads either through company sales or effective monetization through alternative markets that may be quoted in the sales call center. Manage optimization of processes to drive highest overall close rates to maximize revenue opportunities and leverage labor costs.

• Manages external benchmarking processes for the contact centers including vendor acquisition process, data gathering and analysis, coordination and communications. Participates in results assessment and identifies opportunities for strategic and process improvements.

• Develops, implements and maintains effective internal and external Quality Assurance (QA) programs fostering performance coaching, continuous improvement and exceeding Service Level key performance measures such as QA scores, first contact resolution, customer satisfaction and Net Promotor Scores.

• Develops and maintains effective and efficient customer satisfaction measurement processes. Collaborate in the organization to drive a high satisfaction rating; use continuous improvement processes to drive results.

• Collaborates with others to establish self-service strategies and drive projects both on line and via IVR. Analyzes and reports on customer self-service data (IVR, websites, other). Transforms data into meaningful analysis that demonstrates business value in customer impact and operational efficiency. Generates ideas and opportunities to optimize self-service to improve customer experience, contain costs and drive appropriate ROI of our technology investments.

• Develop and maintain a solid working knowledge call center technologies and their application within the call center. Ensure any operational failures are quickly identified and communicated to external or internal business partners to maintain system health and operational benefits.

• Collaborates with cross-functional teams to identify customer retention issues and opportunities for improvement. Continually generates ideas and initiatives to improve retention. May lead small project teams in implementation.

• Works with the Customer Experience strategy team to design, implement and oversee cross-functional programs and projects that relate to enhancing the customer experience across all channels. Using research, insight and business information, generate ideas, initiatives and proposals that will enhance the customer experience. Work with Finance to build cost models and gain support for projects and tests. Partner with business units to plan and implement improvements to customer experience. May lead small project teams in implementation.

• Directs, through subordinate levels of management, associates engaged in contact center process management. Ensures contact center processes are aligned with best practices, designed to drive desired customer experience and increase retention, and maintain compliance with regulatory requirements.

• Assesses continuous improvement opportunities impacting efficiency and effectiveness of the contact center, makes recommendations for improvement, implements process changes where appropriate, and provides measurements of outcome.

• Assists subordinates with resolving personnel management issues including discussions regarding work performance and need for corrective action or additional training.

• Develops talent on an ongoing basis for direct reports and all levels in the contact centers. Coach and develop managers to grow them as effective leaders in their ability to drive their teams and build their understanding of daily business operations, KPI’s, financials and key metrics.

• Works with internal business partners such as network, telephony, and infrastructure to identify issues or processes that impact call center operations and develop recommendations that will improve overall performance such as better call routing, better desktop or network performance, better end user tools with which to execute service to customers.

• Fosters a culture of consistency, accountability and continuous improvement.

Job Requirements

• Bachelor’s degree in business or related field required.
• Strategic thinker, process oriented yet innovative, analytical, with demonstrated leadership capabilities.
• Minimum of ten years of call center management experience and a track record of proven success in building and managing a large inbound customer support center (500+ seats).
• Desire a background in multi-channel support operations -phone, email, chat, text
• Thorough knowledge of insurance, specifically of the non-standard automobile insurance product
• Deep understanding of sales and services standards and KPI’s and quality assurance processes
• Experience in launching and managing relationships with BPO companies
• Advanced knowledge of best in class contact center technology including integrated voice response systems, automatic call distribution and telephony
• Proficiency in word processing and spreadsheet applications
• Complete understanding of customer service philosophy and ability to diagnose customer experience needs and outcomes
• 10+ years of direct management experience in coaching and developing leaders and leading large teams
• Ability to motivate staff and deal effectively with personnel management issues
• Ability to effectively communicate –oral or written - information to all levels within an organization
• Ability to perform basic math calculations (addition, subtraction, multiplication, and division) and some basic statistics (averages and algebra)


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