Job: Manager Customer Contact and Experience

Jobing Description

Manager Customer Contact and Experience

Description

Assurant Solutions businesses develop, underwrite, market and administer specialty insurance, extended service contracts and other risk management solutions through collaborative relationships with leading financial institutions, retailers, automobile dealers, funeral homes, manufacturers, wireless carriers and other entities. With operations in 25 locations, including executive offices in Atlanta, Ga., Assurant Solutions serves clients and their customers in 12 countries throughout North America, the Caribbean, Latin America, Europe and Asia. www.assurantsolutions.com

Assurant Solutions is part of Assurant, a premier provider of specialized insurance products and related services in North America and select worldwide markets. The four key businesses -- Assurant Solutions, Assurant Specialty Property, Assurant Health, and Assurant Employee Benefits -- partner with clients who are leaders in their industries and have built leadership positions in a number of specialty insurance market segments in the U.S. and select worldwide markets.

Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has approximately $26 billion in assets and $8 billion in annual revenue. Assurant has approximately 14,000 employees worldwide and is headquartered in New York's financial district. www.assurant.com.

The Manager, Customer Contact and Experience will plan, organize, lead, control and coordinate the provision of services in the Customer Contact and Experience Center by real time monitoring and call volume load balancing. Ensures client service level objectives are met and resources are used effectively.

Key Responsibilities:

* Hires, develops and evaluates department personnel.
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Develops short and long term goals and plans for the Customer Contact and Experience Center.

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Responsible for the development and maintenance of an effective organization for the Customer Contact and Experience Center, including efficient work flow patterns; established performance standards; effective delineation of duties and responsibilities; suitable staffing levels; appropriate supervision and systems for timely communication of pertinent information.

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Responsible for the implementation and maintenance of new customer experiences, to include using system technologies to promote electronic communications with our customers. Ensures compliance with regulatory agency guidelines and standards.

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Develop Regional Operations Coordinator Role by working closely with Sales/Marketing, and Customer Operations Management. Plans, organizes and monitors field relationships. Collaborates with Client Relationship and Customer Operations leadership regarding trends, feedback from field, concerns, and opportunities.

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Responsible for Customer Contact and Experience toll free numbers and ACD set-up work request, testing and implementation. Responsible for the maintenance of all Customer Contact and Experience toll free numbers. Monitors volume and cost associated with each toll free number while making recommendations to decrease cost and complexity of all routing plans. Receives and investigates all complaints concerning the Customer Contact and Experience Center and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and/or prepares reply.

Qualifications

Required skills/experience:

* Bachelor's degree and/or equivalent experience.
* Three to five years experience in a management role in a call center environment. Strong operations background. Strong analytical background. Experience in managing multiple processes in multiple locations. Extensive telecommunications experience in the development and administration of toll free numbers, routing plans and ACD setup.
* Customer centric experience and background.
* Knowledge of Contact center policies and procedures and call center technologies.
* Excellent oral and written communication skills.
* Strong analytical and problem solving skills with the ability to diagnose problems and cope with complexity.
* Proficient with Microsoft applications.

Desired skills/experience:

* Knowledge of, or experience with, electronic customer communications (web,self service,chat).
* Prior insurance industry business experience.

We offer comprehensive benefits to full time and part time employees including medical, dental, STD, LTD and life insurance, 401k with profit sharing, generous paid time off and much more.

Assurant is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

To learn more about our current opportunities and apply online, please visit: http://www.assurant.jobs

Follow us on Twitter! http://twitter.com/AssurantCareers (@AssurantCareers)

Requisition Number: 25233

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