Call Center Director - The Guardian Life Insurance Company of America (Green Bay/Appleton, Wisconsin)

THIS POSITION CAN BE BASED IN APPLETON, WISCONSIN OR SPOKANE, WASHINGTON.

The Customer Response Unit (CRU) Director is responsible to manage and direct all aspects of assigned inbound call center area to ensure the company's clients, both external and internal (sales force, brokerage community, planholders, members, etc.), receive "Best In Class" service through effective operations management.  This includes directing performance on all programs to meet and exceed client and company expectations, ensuring Key Performance Indicators (KPIs) are achieved for multiple clients, and leading and developing the people through effective performance management.

•  Leads and develops staff of managers and team leaders, defining roles and responsibilities and establishing direct accountabilities to achieve business goals.
• Works in partnership with CRU Leadership to ensure all programs/functions/processes drive consistency and are focused on overall CRU as well as Group Profit Center (GPC) Operational goals.
• Conceives, writes, and communicates strategies within local CRU and among all locations to ensure CRU meets annual business goals nation-wide as well as supports GPC in meeting annual business goals.
• Leads one or more functional area (SBU product) and acts as liaison and project manager between CRU and SBU
• Builds strong partnerships and develops relationships throughout the CRUs, among the other GPC departments nationally, and Guardian as a whole - ensuring consistency in the customer experience

• Bachelors degree or equivalent; or seven to ten years related experience (group insurance/call center); or equivalent combination of education and experience in group insurance.  Plus minimum 7 years equivalent successful management/leadership experience in or with a call center.

• Demonstrated experience in planning, budgeting, business communication, staff development/employee performance management, project management; strategic planning, and internal and external client relationship management.

• Proven success in delivering exceptional customer service and achieving goals.

• Demonstrated experience in leadership, motivation, creativity and sound business judgment

• Proven ability to lead change management and process improvement efforts that include working in a fast-pace environment with the ability to supervise multiple tasks.

• End-to-end knowledge of customer service business process and familiarity with all other major business processes that impact CRU
• Ability to view business processes on a national level in order to suggest/implement ideas across departments that will assist Guardian in maintaining a high level of service to all customers
• Up-to-date high-level knowledge of current telecommunications technology
• Ability to incorporate national procedures into daily functions
• Strong interpersonal skills that allow communication with and counseling of CRU personnel and relationship building with all clients and contacts
• Excellent verbal and written communication skills and the ability to explain complex and technical issues clearly and understandably
• Demonstrated high level of professionalism and positive attitude
• Ability to organize and prioritize time constraints and manage shifting priorities
• Analytical, decision making, problem solving and negotiation skills
• Exhibits exemplary ethics and is capable of creating and maintaining a high-morale environment
• Effective speaker to groups of all sizes and levels of the organization
• Team leadership; demonstrated ability to effectively manage people through tight deadlines and high pressure

• Strong computer skills in the Microsoft Office Suite including Word, Excel, Access, and PowerPoint.