Call Center Director Job
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Travelers
Date:May 2, 2013

Location:Knoxville, TN, US

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.

Hello and thank you for viewing this pipeline job posting. Please note that there is currently no opening for this position. This particular posting has been created in an effort to help pre-identify candidates interested in being considered for future roles as they become available. By submitting your resume to this requisition, you are not formally applying for a position with Travelers, rather you are indicating an interest in being contacted when roles like this open.

SUMMARY:
Reports to the Business Center Vice President. Provides leadership, guidance and direction to team managers in a call center environment. Facilitates the successful achievement of the business center quality, productivity, financial and staff development objectives. Provides oversight to and leads projects/initiatives that expand across the entire retail channel.

PRIMARY DUTIES AND RESPONSIBILITIES:
Provide support to the BCVP in developing and executing business center initiatives to continually improve sales, service and underwriting results.
Provide leadership, direction and management for Sales, Service, Underwriting and various support teams.
Develop and implement programs to ensure cost effective use and application of personnel, technology and time. Partner with center and home office areas to identify areas to maximize resources and improve operational efficiencies.
Monitor customer satisfaction and financial results while ensuring the effective application of underwriting policies and programs.
Responsible for developing and mentoring Team Managers. Provide coaching and support in developing management skills, team motivation, and individual growth and development.
Develop and sustain effective and mutually beneficial relationships between agents, marketing regions, customers and the business center.

EDUCATION/COURSE OF STUDY:
College degree desirable

WORK EXPERIENCE:
Prior PL and/or management experience desirable

COMPUTER SKILLS:
Ability to navigate through and use to some extent, EXCEL, Word, Access, Lotus Notes databases

OTHER:
Leadership: Communicates strategy, goals, objectives, expectations as well as results and progress to team managers. 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. 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 underwriting policies and programs, processing and basic financial aspects of personal lines business. Strong knowledge of the retail marketing system and how to establish and maintain mutually beneficial relationships between teams, agents, home office support personnel, and marketing partners.

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

Job Category: Project / Ops Management

Nearest Major Market:Knoxville
Job Segments:Underwriter, Manager, Call Center, Retail Sales, Insurance, Management, Customer Service, Retail, Sales
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