Life & Annuity Contact Center Operations Manager

Life & Annuity Contact Center Operations Manager

DXC Technology 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.

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.

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.

Preferred requirement : FINRA Series 6 and 26 registration -either current or within reactivation window.

Preferred requirement- Six Sigma / LEAN certification.

On-site, preferred locations Nashville or Tulsa Metro areas.

Must have an indefinite Valid USA Work Permit.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.