Our client is a brand new insurance company that specializes in providing auto insurance for classic and modern collector cars. They are looking for a Director of Client Services to lear a team of licensed customer service professionals. This indivdual will be responsible for overseeing all aspects of contact center operations, including strategic planning, team leadership, training, and performance management. Your primary objective will be to ensure exceptional sales and service delivery to our clients while driving efficiency and continuous improvement throughout the department.
Key Responsibilities:
- Lead and manage a team of licensed customer service insurance professionals to deliver exceptional sales and service to clients.
- Develop and execute strategic plans for contact center operations to achieve organizational goals and objectives.
- Provide daily operational leadership for the contact center, including being a subject matter expert for transactional and underwriting questions.
- Design and implement training and onboarding programs for the servicing team.
- Recruit, hire and onboard new team members to meet staffing requirements.
- Develop streamlined processes to improve client experience and reduce friction.
- Create and maintain a knowledge management system for processes and procedures.
- Establish targets and deliver strong results for client satisfaction, service levels, sales effectiveness, and efficiency.
- Responsible for team development, coaching team members, and delivering performance reviews.
- Create a strong team culture that leads to high levels of team member engagement and fosters a culture of excellence, innovation, and responsibility.
- Responsible for quality assurance and compliance of the servicing and underwriting teams.
- Monitor and analyze operational reports to assess performance, identify areas for improvement, and make data-driven decisions. Areas of focus include contact center analytics, sales effectiveness, client satisfaction and team member engagement.
- Lead workforce planning and forecast workloads to create effective staffing models for optimal service delivery.
- Lead the strategy and maintenance of the contact center software and technology solutions to support operational needs.
- Develop and manage departmental annual budget to meet organizational objectives.
Qualifications:
- Recommended 3-5 years of leadership experience managing in a contact center environment with proven results, preferably in the insurance industry.
- Bachelor’s degree preferred.
- Strong leadership skills with the ability to inspire team members to achieve performance goals.
- Strong analytical skills and innate inclination for data-driven decision making.
- Excellent interpersonal skills with the ability to collaborate effectively and influence stakeholders at all levels.
- Proficiency in contact center technology and analytics tools.
- Ability to adapt and improvise in dynamic and evolving environments.
- Personal lines insurance license and strong insurance knowledge.
This is a fully remote position, working anywhere in Texas.
