Scope
Brightway Insurance is seeking an experienced, strategic Director of Engagement Center Operations to lead a new site dedicated to delivering exceptional service to our agency owners and their customers and serving as an innovation hub for future customer service xxxxx. This role will be responsible for building and managing pods of service advisors who will provide top-tier support, ensuring that every interaction aligns with our core values of performance, quality, and customer experience. As the Director, you will foster a culture of continuous improvement and performance management, guiding a team to consistently exceed expectations and deliver world-class service while helping grow the business. Additionally, this role will be a key contributor to a continuous improvement technology platform used to support customers and advisors interacting to address complex service needs.
Job Responsibilities
• Leads a series of insurance service teams responsible for localized support of agencies in defined geographical pods
• Ensures that employees at the site understand the company's goals and how their work is aligned to delivering on those goals every day
• Responsible for answering customer and Agency owner questions, addressing concerns and helping customers through the management of their policy
• Ensures that the site is well informed; that they have the information they need to do their jobs
• Effectively deploys change management ensuring smooth platform, training, and process transitions for the entire team
• Writes job objectives, performance reviews, salary recommendations for employees within the Engagement Center site
• Creates aspirational and clearly measurable goals for their teams aligned to production, quality, and experience
• Manages and evaluates employee job performance and opportunities to improve
• Has a strong understanding of Customer Service concepts, practices and procedures
• Proactively identifies technology, process, or training improvements that would ensure higher customer satisfaction rates, facilitate higher retention rates, and that will result in efficiency in workflow/output and enhanced work environment
• Responsible for leading a Quality Assurance practice combining AI-powered assessments and human coaching
• Engages regularly with the Agency owners within the geography their teams serve. Solicits feedback, builds relationships, and practices a servant-leader mentality
• Participates in the development and maintenance of process and training documentation for the Engagement Center
• Using industry knowledge, evaluates complex issues encountered by team members to help resolve issues correctly, efficiently and thoroughly
Skills, Licenses, Certifications
• 2-20 or P & C Licensed and/or willing to obtain
Education and Experience
• Bachelor's degree or equivalent preferred
• 8-10 years' experience in Customer Service or a related field
• 4 or more years' experience in people management
• 4 or more years' experience in personal or commercial P & C insurance industry
• 2 or more years managing BPO functions and companies
• Exceptional customer service mindset
• Excellent verbal and written communication skills
• Ability to learn new Brightway systems and procedures quickly
• Independent judgment and decision making; creative problem solving
• Ability to gather and analyze complex facts and data, weigh alternatives and present logical solutions
• A proven leader with the ability to mentor/train and inspire others throughout the company
