VP, Call Center Operations

Operations Minneapolis, Minnesota


Description

Premier Disability is hiring a Vice President to lead our call center teams. Reporting to the General Manager, the Senior Director is responsible for driving operational efficiency and conversion rates, customer service excellence, and people management within two departments of the call center.

In collaboration with multi-location customer service and client case management teams, this role is responsible for achieving/exceeding key performance targets(conversion, call answer rate, application quality,  call queue backlog)  while also ensuring that all clients receive high levels of service. The ideal candidate will be passionate about the customer experience and leverage their analytical skills to drive process improvements through innovation and people management. A candidate must possess exceptional leadership skills, demonstrating an ability to move and influence a large team towards a common goal and objective. They also will have proven success in lead conversion, overcoming objections, negotiation and closing customers. The successful candidate will be comfortable developing and implementing strategies to improve all aspects of the disability benefits experience for employees and Premier SSDI clients. 

This is a Minnesota-based in-office position.


Responsibilities:

Operational Strategy

  • Assists GM in developing and implementing future contact center vision and strategy;
  • Works with the other department directors to develop/maintain initiatives that optimize business performance and result in client satisfaction.
  • Ensures call volume forecasts and lead plans are aligned with staffing levels and call volume periods to ensure consistent delivery of service level expectations.
  • Prepare monthly and annual progress and status reports, and analyzes performance trends to prioritizes areas of improvement;
  • Serve as an active member of the leadership team and build strong, collaborative relationships throughout the organization

People Leadership

  • Provides strong, dynamic leadership that mentors, develops, and guides supervisors to efficiently and effectively lead a team of 300+ customer service representatives
  • Helps create and maintain a positive department culture through the participation in, and creation of cultural initiatives and cross-functional events
  • Supports and drives a culture of excellence ensuring that all employees are fully informed, trained and supported in exceeding our client expectations.
  • Increases productivity of managers and team by monitoring the current incentive program(s) and recommending enhancements that will reward top performance and drive accountability

Customer Excellence

  • Review quality performance measurements and implement any necessary coaching performance/action plans as applicable to ensure consistent application of all laws and policies
  • Continuously monitor call center dashboard, maintain flow with call routing based on agent availability, etc. to ensure low wait times and proper handling of calls;
  • Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made.  
  • Meet and exceed key deliverables and business growth objectives.

Requirements:

  • 10+ years of experience call center management experience; 
    • Experience using Dynamic CRM and/or Five9 Phone systems a plus
  • Ability to communicate clearly and professionally, both verbally and in writing;
  • Extensive knowledge using online call center phone and tracking systems;
  • Strong listening skills, attention to detail, and decision-making skills;
  • Demonstrated ability to work in a fast-paced environment;
  • Ability to prioritize and manage multiple responsibilities;
  • Experience managing leaders/supervisors;
  • Previous experience with SSDI or healthcare field preferred but not required;
  • Pleasant, friendly attitude, with an ability to adapt to change;
  • Desire for personal/professional growth and development;
  • Superior problem-solving abilities.
  • Bachelor's degree; JD/MBA a plus.

About IB:

Internet Brands is a highly matrixed organization. Leaders share ideas and innovate across numerous brands and departments. Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.


Internet Brands and its wholly-owned affiliates are an equal-opportunity employer