Manager - Contact Center

Boston Mutual Life Insurance Company•Canton, MA

8h•Hybrid

About The Position

All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time. The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve. We are FOR being a progressive life insurance company offering financial peace of mind to working Americans and their families. We are FOR providing practical and affordable products designed for those we serve. We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance. We are FOR providing a personalized customer experience to our policyholders and producers. We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do. We do our best to: Demonstrate a desire to assist Listen for understanding and respond empathetically Explain things in a manner that is easy to understand Be knowledgeable students of our business Take full ownership to resolve questions and issues Be professional, polite and courteous Leave our customers and associates “better than where we found them” The Manager of the Contact Center is responsible for overseeing the day-to-day operational functions of the Contact Center team, ensuring process efficiency, regulatory compliance, client satisfaction, and staff performance. This leadership role works closely with all Teams and Departments within Boston to include; Customer Care, BMLConnect Service team and Legal/Compliance teams to streamline workflows and drive continuous Customer Experience improvement.

Requirements

5+ years of Contact Center, Customer Care or Inbound Call Center experience and 1+ years of leadership experience.
Strong understanding of operational processes in life insurance
Excellent leadership, coaching, and team development skills.
Proven ability to analyze data and make process-driven decisions.
Strong project management and organizational abilities.
Microsoft Office Suite.
Excellent communication, negotiation, and problem-solving skills.

Nice To Haves

Bachelor’s degree in Business Administration, Insurance, or a related field (Master’s or MBA preferred) or equivalent work experience.

Responsibilities

Oversee daily operations of the contact center, including inbound/outbound calls, emails, chats, and other communication channels. Ensure service levels, response times, and quality standards are consistently met. Monitor and report on key metrics such as call volume, handle time, resolution rates, and customer satisfaction
Lead, coach, and manage staff to meet performance and service level goals.
Collaborate with all teams in Customer Care to ensure accurate and timely handling of all transactions and inquiries.
Conduct performance reviews, quality assessments, and individual coaching meetings to support team member growth and development.
Take ownership in resolution of complex issues
Develop, implement, and monitor operational procedures, workflows, standard operating procedures and internal controls.
Identify and implement process improvements, automation opportunities, best practices and efficiency enhancements.
Ensure compliance with state, federal, and industry regulations, including audits and licensing requirements.
Maintain key relationships with customers to include policyholders and brokers, as well as business partners to ensure seamless service delivery.
Track and analyze operational metrics and KPIs to report on department performance.
Resolve escalated customer issues and support continuous improvement of customer experience.
Participate in strategic planning and contribute to organizational growth initiatives.