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Call Center Insurance Operations Director

Company: Mass Mutual
Location: Springfield
Posted on: September 15, 2019

Job Description:

Since 1851, MassMutual s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We re people helping people. A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other. Together, we re stronger. Description Position Summary The Call Center Insurance Operations Director is responsible for leading and directing the activities of a team of 15-20 non-exempt direct reports who handle inbound service requests directed to MassMutual s Service Center from a variety of clients and distributors for our traditional Life Insurance Products. This position is accountable for all aspects of attracting, retaining and coaching talent, while maintaining daily operational supervision and employee development. This position manages the operation and supports the implementation of both tactical and strategic service and efficiency improvements. This leader ensures compliance with all policies, procedures, programs, and workflows in the MMUS Insurance Operations Service Center. Key success metrics at the team and department level include; customer handling time, schedule adherence, meeting service levels (70% of calls answered within 60 seconds), call and transaction quality/compliance, voice of customer (customer satisfaction) and employee satisfaction. Responsibilities: Team and floor management in the service center between the operational hours of 8am to 8pm (EST), Monday Friday. Provides feedback and input into the development of workflows, procedures, enhancements, and changes to call center practices. Actively participates and drives Quality Assurance and Customer Satisfaction initiatives Drives continuous and sustainable service performance and growth through the use of LEAN techniques including application of MassMutual Way Foundational Standards. Creates a culture of high performance and innovation Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Develops and motivates staff driving to high levels of engagement and satisfaction Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests Qualifications: Basic Qualifications: High School Diploma or equivalent work experience Excellent verbal and written communication skills 3 years previous customer service / operational experience in a leadership role Preferred Qualifications: College degree and/or equivalent experience Experience and understanding of call center operations and technology strongly preferred Ability to collaborate and maintain strong working relationships Ability to lead and motivate a large team while meeting operational and financial objectives Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners Ranked No. 93 in the annual FORTUNE 500 Ranking (FORTUNE Magazine, June 2018) and recognized as a World s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It s more than our company structure it s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual. CORE VALUES Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy. Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies. Value People: We respect and learn from each other s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential. Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand. Achieve Results: We focus on winning by exceeding expectations and getting better everyone, every day. For more information, visit ****************** or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest. MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

Keywords: Mass Mutual, Springfield , Call Center Insurance Operations Director, Executive , Springfield, Massachusetts

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