Manager, Contact Center

Combined Insurance, a Chubb Company, is seeking a Manager Agent Service Center to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you!

The Manager, Agent Service Center (ASC) for the Customer Experience Delivery Center (CEDC) leads a team of contact center representatives is responsible for day-to day management of the ASC ensuring responsive, high-quality service for our captive sales teams (producers). This includes responsibility for maintaining a healthy team dynamic within the Agent Service Center while ensuring delivery of a positive brand experience. This position will also play a key role in implementing new service strategies and technology into the Agent Service Center while contributing to the evolution of the larger contact center organization. Core duties include day-to-day development, management, and leadership of the Agent Service Center teams. Emphasis is on employee effectiveness, service excellence, contact optimization, workforce planning, and relationship management. Key activities include ensuring service delivery, employee coaching, quality assurance review, escalation resolution, schedule adherence, maintaining internal business partner relationships.

Responsibilities

Communicate with direct reports and peers to ensure goal alignment and connect with other partners to gain support

Create a great culture and ensure the team is staffed, trained, and developed

Lead and direct the team to ensure quality service levels and positive customer satisfaction scores for all contacts

Coach CSRs to support a high level of performance while maintaining employee engagement and motivation

Ability to deliver feedback in a way that drives employee accountability and development

Support teammates with individual development in relation to both their current position and future opportunities

Strong ability to execute vision in a cross-functional and ever-changing environment

Participating in interviewing and building a high-performing team

Collaborate with management team to design and support events, and contests, and virtual ways to which build engagement and a positive team morale

Assist in planning, assigning, and directing work to balance service levels and workloads

Analyzes cancellation trends and results at an individual and business segment level.

Provides recommendations for improving performance against retention and retained revenue goals

Analyzes current business processes and provide thoughtful insight to implement improvements to efficiency and effectiveness

Demonstrated knowledge of Microsoft Office products with ability to manipulate data in Excel, Word, and PowerPoint quickly and accurately

Other assignments as required

COMPETENCIES

Problem Solving :  Takes an organized and logical approach to thinking through problems and complex issues.  Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.

Continuous Learning :  Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.  Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth

Initiative :  Willingly does more than is required or expected in the job.  Meets objectives on time with minimal supervision.  Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.

Adaptability :  Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course

Results Orientation :  Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results

Values Orientation :  Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb”

Skills

Strong organizational, interpersonal and customer service skills.

Mentoring skills to build capabilities within the Services Team

Ability to multitask and complete multiple priorities on time

Strong problem-solving skills.

Ability to partner with both internal and external resources to solve issues.

Educationand Experience

Bachelor’s Degree or equivalent experience

Experience with ACDs, outbound dialer systems (preferably NICE), campaign management, workforce planning, CRM platform, quality monitoring and recording systems

Strong level of experience with maintain regulatory compliance (Do Not Call, etc.) with call campaigns

5+ years successful experience in a Contact Center management role – preferably in an Insurance or Financial services environment.

The pay range for the role is $76,300 to 125,100. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website .  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.

OUR BENEFITS

As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here . Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees :

Health insurance

Dental insurance

Tuition reimbursement

A company-match 401(k) plan

Disability insurance

Life insurance

Employee referral bonuses

ABOUT COMBINED INSURANCE

Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.

ABOUT CHUBB

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

Connect with us on Twitter , Facebook , LinkedIn , and Instagram

#combined