Life & Annuity Contact Center Operations Manager

DXC Technology•Nashville, TN

46d•Onsite

About The Position

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com. Essential Job Functions: Life & Annuity Contact Center Operations Manager Oversees the day-to-day operations of the customer support center operations. Conveys customer feedback to product development staff in order to continuously improve client satisfaction. Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume at any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources. Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options. Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms. Manages client relationship from contact center perspective with Sr Leaders from clients and internally with DXC- Account Delivery Leaders, Account Executives, Sr Leaders. Approach client interactions with the Listen, Learn and Act philosophy.

Requirements

Bachelor's degree or equivalent combination of education and experience
Bachelor's degree in business management, computer science or related field preferred
Life & Annuity or financial industry strong expertise
Nine or more years of customer service or other contact center operations experience
Five or more years of leadership, management and supervisory experience overseeing large and complex teams in the insurance industry (life and annuities)- Client customer services and/or back office
Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and culture
Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations
Intermediate to expert competency in Word, Excel and PowerPoint
Ability to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc.
Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action
Demonstrated excellence in communication and interpersonal skills at all levels
Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
Demonstrated effectiveness in inclusion, employee development and satisfaction
Must have an indefinite Valid USA Work Permit

Nice To Haves

Preferred requirement: FINRA Series 6 and 26 registration -either current or within reactivation window
Preferred requirement- Six Sigma/LEAN certification

Responsibilities

Oversees the day-to-day operations of the customer support center operations.
Conveys customer feedback to product development staff in order to continuously improve client satisfaction.
Manages customer support staff to ensure service level agreements for products and services are met.
Schedules staff to adequately handle call volume at any point in time.
Monitors progress and number of telephone calls made.
Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area.
Improves quality and responsiveness of customer support staff and resources.
Contributes to overall service revenue by generating new and creative ideas to sell add-on services.
Promotes sales of various service options.
Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.
Manages client relationship from contact center perspective with Sr Leaders from clients and internally with DXC- Account Delivery Leaders, Account Executives, Sr Leaders.
Approach client interactions with the Listen, Learn and Act philosophy.