Company Name: Travelers Import
Job Details
Duration: Permanent
Min Education: Not Specified
Salary: Commensurate
Job Type: Full Time
Min Experience: Not Specified
Required Travel:
Location:
  • USA - Richardson Texas, 75080
Job Description
Solid reputation, passionate people and endless opportunities.

That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Summary:

Provides leadership, guidance and direction to homeshore employees supporting a service/sales center environment. Facilitates the successful achievement of quality, productivity, financial and staff development objectives while providing oversight and leading projects/initiatives that span across the entire organization. Aligns the homeshore workforce to the business strategy and enables the workforce to deliver increased measurable results.

Primary Duties and Responsibilities:

-Manages day to day operations and leadership to the home shore workforce, fostering a customer centric culture, while focusing on achieving customer service targets such as first call resolution, customer satisfaction, service level commitments, etc.
-Demonstrates innovative leadership and creative communication techniques that motivate, develop and reward a virtual workforce.
-Provides direction and support to the virtual team to drive performance, achieve customer service targets and achieve individual development goals.
-Works collaboratively across the sites to build and sustain effective and mutually beneficial relationships Develop and sustain effective and mutually beneficial relationships between agents, regions, customers, and business centers.
-Identify areas to maximize technology and improve operational efficiencies by implementing programs to ensure cost effective use and application of technology and time. Develop and build relationships to partner with centers and home office areas to identify areas to maximize technology and improve operational efficiencies.
-Develop holistic solutions that positively impact the overall business and financial performance of our homeshore delivery model
-Prioritizes and suggests required new applications and processes to improve internal efficiency, and streamline processes.

Education / Work Experience:

-Demonstrated excellence in leading a large home based virtual call center operation.
-College degree required, and 8+ year of experience in Personal Insurance and/or relevant management experience required
-Strong leadership skills with ability to manage large groups of people who work under deadlines with high performance standards.
-Strong interpersonal skills and experience demonstrating successful customer relationship management ability.
-Demonstrated knowledge of center operations and customer support. Savvy in evaluating current systems, implementing improvements, and aligning service strategies with the overall mission of the organization.
-Ability to utilize MS Excel, Word, Access, and Lotus Notes databases. Comfortable creating, analyzing, and explaining various metrics of call center performance.
-Proven ability toprovide leadership, coaching and mentoring across a dynamic organization; creates an environment that fosters a winning spirit, customer focus, financial discipline, teamwork and a high sense of integrity
-Experience in systems improvements, analysis and redesign of business processes highly desirable with demonstrated knowledge of technology and general business management.
Proven ability to analyze processes, enact change and think operationally to strategically achieve business goals.
-Excellent communication skills, both verbal and written.

Other:

Leadership: Communicates strategy, goals, objectives, expectations as well as results and progress across the homeshore team. Displays flexibility and strong resource management. Interacts effectively with all audience levels. Demonstrates superior negotiation, coordination and conflict resolution skills. Earns trust and respect of others by coaching, inspiring and empowering teams of people to achieve strategic objectives.

Customer Service: Provides direction and effectively leads by example to ensure that all services are meeting the stated business objectives on a timely basis, with excellent quality and a focus on customer/agent centricity. Demonstrates flexibility, anticipates customer needs, and effectively communicates in a manner consistent with the audience (verbal, written, presentation).

Human Resource Management: Acts as a mentor and provides leadership by example. Able to balance the workload of reports and direct individuals of varying abilities. Effectively motivates staff to achieve business objectives. Demonstrates a capacity to recognize value and respect differences across a diverse work force.

Financial Resource Management: Eliminates redundancies and provides for the most efficient and productive use of time and other resources. Demonstrates a consistent focus on minimizing expenses while maximizing results. Balances long and short term planning.

Business and Technical Knowledge: Thorough understanding of Personal Insurance policies and programs, processing and basic financial aspects. Establish and maintain mutually beneficial relationships both internally and externally.

NOTE: This position will be at the Director/Sr. Director level based on experience.

Travelers is an equal opportunity employer. We actively promote a drug-free workplace.