P&C Ins Workforce Director, Call Center Op

P&C Insurance Workforce Director, Sales  Call Center Operations Position #789066 with Travelers Insurance in Hartford, CT

Summary: 

Responsible for the achievement of phone service levels provided to Direct Sales Consumers on both strategic and tactical initiatives that result in exceptional service levels delivered to customers. Provide leadership, direction and guidance to managers, workforce analysts, scheduling staff and peers in a sales center environment. 

Primary Duties and Responsibilities 

• Provide leadership, direction and guidance to call center Managers, analysts and schedulers generally in a sales center environment


• Partner with Director of Forecast Management-Direct Sales role in developing short term and long term capacity plans in sales centers to meet service level objectives in sales center based on business plans


• Partner with Director of Workforce Management-Service Operations to effectively gain consistency and best practice measures achievable in sales/service center environment.


• Oversee design of disaster recovery and call routing disruption plans for Sales Centers


• Facilitate changes to call sharing processes and procedures between sales centers


• Conduct and facilitate required reporting for Sales Center Workforce Group


• Forecast call projections for staffing models to effectively meet service level and answer rate goals.


• Streamline approach to gain consistency in reviewing/reporting phone productivity data across business area for key metrics.


• Partner with VMC to prioritize telephony routing needs based on organizational needs


• Work in conjunction with business leaders to establish goals and best practices that support daily field operational responsibilities.


• Ensure effective utilization of the TCS tools and call center planning/evaluation tools


• Manage staff - providing coaching and performance feedback.  Make hiring and compensation decisions. 

 Education / Work Experience 

-   The ideal candidate will have a Bachelor’s degree in business and 8+ years in In-bound sales

Workforce Management environment

-  Prior Telephony/Management experience

-  Proven leadership skills with the ability to influence and negotiate across all levels of the organization

-  Knowledge of Property Casualty business, products and procedures

-  Analytical proficiency with strong modeling and forecasting skills

-  Detail oriented

-  Strong interpersonal & verbal & written communication skills

-  Computer skills

-  Ability to be a strong leader in a fast-paced environment

-  Strong organization, prioritization & decision-making skills

-  Familiarity with call center technology

-  Comfortable using forecasting tools/methodologies  

-  Familiarity with budgeting

Job Description

• Will be permanent employees of Travelers with an BASE salary + bonus + excellent benefits


• Will be required to become Licensed  [If you are not already licensed!] 


• Will be administered tests/assessments including data entry, call center test, and a sales and customer service assessment  

IF INTERESTED

Please write back with your availability to interview and to start  

Also,  

the reason you are leaving your present situation OR the reason for leaving your last position,  

along with your minimum annual permanent salary requirement   

Write back with the number of years of experience and a brief
explanation of that specific experience in each of the following:

• Experience working in an insurance company in ANY capacity (which ones? In what capacity?  How long?)


• Experience working in a CALL CENTER environment in an INSURANCE company (which ones? How long?)


• Experience in other call centers (which ones? How long?)


• Experience with INBOUND calls


• What was the SIZE (number of employees) in the largest Call Center for which you have worked in a telephone work capacity (which companies? And number/size)


• What insurance licenses to you have at this time?


• Partner with VMC to prioritize telephony routing needs based on organizational needs


• Work in conjunction with business leaders to establish goals and best practices that support daily field operational responsibilities.


• Ensure effective utilization of the TCS tools and call center planning/evaluation tools


• Manage staff - providing coaching and performance feedback.  Make hiring and compensation decisions. 

 Education / Work Experience 

-   The ideal candidate will have a Bachelor’s degree in business and 8+ years in In-bound sales

Workforce Management environment

-  Prior Telephony/Management experience

-  Proven leadership skills with the ability to influence and negotiate across all levels of the organization

-  Knowledge of Property Casualty business, products and procedures

-  Analytical proficiency with strong modeling and forecasting skills

-  Detail oriented

-  Strong interpersonal & verbal & written communication skills

-  Computer skills

-  Ability to be a strong leader in a fast-paced environment

-  Strong organization, prioritization & decision-making skills

-  Familiarity with call center technology

-  Comfortable using forecasting tools/methodologies  

Hope to hear from you!

In addition to an exciting environment, we offer:
*Competitive base salary with additional opportunities for variable pay through recognition programs and incentive awards
* 401(k) with company match
* Comprehensive health plans that include coverage for same sex/domestic partners
* Strong work/family and employee assistance programs
* Tuition reimbursement
* Vacation Purchase Plan
* Training/Development opportunities

Send answers to the questions and an updated resume to

Ruthie Powell, Senior Sourcing Specialist for  Travelers Insurance

Travelers has been recognized by Fortune Magazine as one of the most admired companies to work for, ranking 2nd amongst all property casualty insurers in 2009.

Travelers was recently ranked Top Property & Casualty Company in BusinessWeek’s Best Places to Launch a Career Survey!