Call Center Director - Specialty Team

Massmutual Financial Group Springfield , MO 65802

Posted 2 weeks ago

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

Description

Key success metrics at the team and department level include; customer handling time, schedule adherence, meeting service levels (70% of calls answered within 60 seconds), call and transaction quality/compliance, voice of customer (customer satisfaction) and employee satisfaction.

Responsibilities:

  • Team and floor management in the service center between the operational hours of 8am to 8pm (EST), Monday - Friday.

  • Provides feedback and input into the development of workflows, procedures, enhancements, and changes to call center practices. Actively participates and drives Quality Assurance and Customer Satisfaction initiatives

  • Drives continuous and sustainable service performance and growth through the use of LEAN techniques including application of MassMutual Way Foundational Standards. Creates a culture of high performance and innovation

  • Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Develops and motivates staff driving to high levels of engagement and satisfaction

  • Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests

Qualifications:

  • High School Diploma or equivalent work experience

  • Excellent verbal and written communication skills

  • 3 years previous customer service / operational experience in a leadership role

Preferred Qualifications:

  • College degree and/or equivalent experience

  • Experience and understanding of call center operations and technology strongly preferred

  • Ability to collaborate and maintain strong working relationships

  • Ability to lead and motivate a large team while meeting operational and financial objectives

  • Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners

Why Join Us.

We've been around since 1851. During our history, we've learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

Recognized as a 2019 World's Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It's more than our company structure - it's our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

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Call Center Director - Specialty Team

Massmutual Financial Group