Full-time
VP of Claims Center
is needed to be responsible for the daily management of the company's customer service contact center operation. The claims center interacts with external and internal customers during all phases of the servicing journey, so the Vice President, Claims Center must have the expertise to develop and lead a staff that can deliver exceptional service and timely responses to all prospective and existing customers.
*Must report to Farmers Branch, Texas office.
*Bachelor's degree required.
*Experience with Five9, NICE, or other Contact/Call Center Software is highly preferred
*Minimum of 5 years of experience as a Call Center Director or Operations Manager.
*Ability to travel overnight by land/air.
Schedule: Standard Business Hours.
Compensation: $170k - $190k per year. Depending on Work Experience/Background. Exceptional Benefits!
Candidate Profile:
This position requires an individual with a strong claims center background and proven skills in people management, process development, and implementation of programs, policies, and procedures. The Vice President, Claims Center must be someone who embraces technology and will identify leading trends and tools that can be applied to achieve the company's customer-focused vision.
The Vice President, Claims Center will have a record for successfully driving positive cultural transformation and developing people to evolve with changing business needs and practices. The Vice President, Claims Center is preferred to have experience in the automotive or warranty administration industry and must demonstrate an ability to understand the company's market, mission, and product/service offerings and to consult with company leadership on expectations for the claims center's ongoing evolution.
Essential Functions:
Plan, organize, lead and direct employees and other resources responsible for timely, accurate, and professional responses to prospective and existing customers through various contact channels (e.g., phone, SMS/text, email, social media, etc.)
Ensure the delivery of critical claims center processes to include:
Appropriate claims center planning, scheduling, staffing, and service level (average speed of answer) monitoring across all claims center hours of operation.
Training that enables front-line personnel to deliver excellent service to customers, accurately and thoroughly review information and document interaction notes in the company's desktop systems, and comply with company policies and procedures in all claims handling activities.
A structured performance management program to drive team and individual achievement relative to goals outlined by company leadership to include effectiveness, efficiency, and response metrics.
A reporting suite to deliver operational performance results, trends, and insights to company leadership on a regularly scheduled basis.
An engaged employee base capable of representing the company appropriately in all interactions with prospective and existing customers.
Partner with Human Resources during the hiring process for claims center resources by providing input for hiring profiles and skill set inventories and by participating in or training operational managers to lead the behavioral interview process to follow the HR-led application intake and candidate screening process.
Provide direction for the development of the claims center's contact monitoring process to ensure the organization's ability to measure customer service reps' contact handling professionalism, technical accuracy, and compliance with company policies and procedures.
Work with/support company leadership in the development of a process for the collection of Voice of the Customer feedback to gather actionable insights for the continuous improvement of the claims center.
Establish and manage an escalation process for handling customer complaints or executive inquiries/concerns and "how-to" questions customer service reps may have during contact handling.
Develop an employee engagement strategy to include recognition and incentive activities/programs designed to retain staff members and promote a positive work culture and environment.
Prepare and conduct annual performance reviews and conduct additional monthly (at least) performance feedback sessions with direct reports.
Develop coaching plans for employees who have performance, productivity, or behavioral issues, moving to corrective action per established cadence only when/if performance improvement goals are not achieved.
Schedule and conduct weekly meetings with claims center managers and other subordinates; ensure that claims center managers and/or supervisors conduct regularly scheduled team meetings with front-line representatives.
Collaborate with cross-functional personnel and teams within the company (e.g., HR, Marketing, IT/telephony, Field Operations, etc.) to gather input on company strategies or activities impacting the claims center and to provide feedback from the claims center to assist with business planning, analysis, etc.
Identify professional development opportunities for staff to ensure the continued evolution of their skill sets and professional growth.
Serve as a point of contact for any vendor organizations that support the claims center.
Supervisory Responsibilities:
Provide directions to: Mechanical Claims Manager, Director of GAP & Protection Claims, Claims Payment Supervisor, Director of Training & QA, and Director of Planning & Workforce Management.
Education and Qualification Requirements:
Bachelor's degree
At least 5+ years' experience as a Call Center Director or Operations Manager, preferably in a multi-channel environment (e.g., phone, email, chat/SMS, etc.) and preferably in the automotive or warranty administration industry.
Demonstrated management, communication and writing skills.
Ability to gather, analyze and report on claims center metrics, both to front-line associates and company leadership
Ability to give presentations and deliver training.
Ability to build and sustain a positive team culture.
Ability to manage difficult or emotional customer and/or employee situations.
Ability to organize his/her own work and the workflow of the department.
Ability to speak clearly and persuasively in positive or negative situations.
Fluency in spoken and written English.
Demonstrated knowledge of MS Excel and MS Word.
Able to travel overnight (up to 20%) by land and/or air.
Work Environment and Physical Requirements:
Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus.
Ability to grasp objects such as telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
Ability to frequently sit for long periods of time.
Ability to hear and talk, both in person and by phone.
Ability to spend extended hours in front of a computer screen.
Salary Description:
$170K - $190K
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