Title: AVP -Solution Center

Location: Garden City, New York (Long Island)

Salary: $130K - $160K

Growing Insurance Company Seeks New AVP – Solution Center to Join Their Team!

Responsibilities:

• Independently analyze operations and develop key performance criteria and standards to monitor and manage agents’ performance and provide recommendations to senior management for opportunities for increased efficiencies.
• Utilize service metrics and analytics to provide creative alternate ideas for process improvements.
• Establish operational targets, best practices, and training programs that support service, quality, and efficiency standards.
• Research state of the art operations and technology used by other contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements.
• Works collaboratively across the organization to maintain effective operations and deliver optimal results.
• Attends Industry conferences to remain aware of and learn new technology and trends that could be beneficial to the organization.
• Collaborates with and leads IT on development of potential AI solutions that could be beneficial for the contact center.
• Effectively manage and lead the supervisory team.
• Drive the customer care experience through telephone IVR and emails.
• Review, evaluate, improve, implement, train and reorganize staff to improve work processes, reduce costs, and address ongoing quality efforts.
• Monitor, evaluate and sponsor the enhancement of systems in coordination with IT
• Develop call center business plans, budgets and initiatives and ensure they are realistic, attainable and innovative.
• Grows and develops talent to manage diverse teams and drive engagement and performance.

Skills & Experience

• 5 years’ Managerial Experience supporting high volume call center environment.
• 10 years’ Managerial Experience preferably within insurance or financial services
• Bachelor’s Degree or equivalent
• Track record of motivating people to achieve results through periods of change.
• Excellent interpersonal, verbal/written communications and presentation skills
• Strategic, analytical, quantitative, and critical thinking skills
• Strong conflict resolution capabilities
• Managing within a hybrid/remote work environment
• Ability to operate in a complex and matrixed environment.
• Ability to develop and execute programs to motivate staff.
• Ability to communicate the organization’s direction and ensure results are achieved.
• Bachelor’s Degree or equivalent

Job Type: Full-time

Pay: $130,000.00 - $160,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Ability to Relocate:

• Garden City, NY 11530: Relocate before starting work (Required)

Work Location: Hybrid remote in Garden City, NY 11530