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Director, Call Center Operations

Prudential


Location:
Dresher, PA
Date:
11/17/2017
2017-11-172017-12-16
Job Code:
438518
Prudential
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Job Details

Position Title: Director, Call Center Operations
Job Code: 438518
Job Location: Pennsylvania-Dresher
Description:

Why join Prudential?

Prudential Financial, Inc. has operations in the United States, Asia, Europe and Latin America. Prudential’s diverse and talented employees are committed to helping individual and institutional customers grow and protect their wealth through a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds and investment management.

 

Prudential offers a rewarding career, along with competitive compensation package and excellent benefits to choose from including 401K, Medical/Dental/Vision, paid time-off and much more.

 

As a Director, Call Center Operations, you’re responsible for establishing a vision and driving a team of talented associates toward providing an exceptional experience to Prudential’s beneficiaries. You will be a part of an organization committed to continually developing talent and enhancing employee engagement.  This position will report into the Vice President of Operational Effectiveness for the newly created Centralized Beneficiary Services Division within Prudential. Together an environment that fosters and is conducive to obtaining exceptional results will be built.

 

This position can be located in our Dresher, PA or Jacksonville, FL locations. 

 

Responsibilities:

  • Lead a team of approximately 100 associates across multiple lines of business, in two domestic locations, Dresher, PA and Jacksonville, FL and an off-shore contingency in the Philippines.
  • Responsible for the strategic planning and execution of all Contact Center operations, including developing and integrating processes for the continuous improvement of the customer experience.
  • In addition to quality, production and workforce metrics, focus on organizational talent.
  • Develop and maintain effective staffing levels, including creative recruiting techniques, training, coaching, on-going employee development and recognition
  • Establish strong partnerships with key stakeholders across the U.S. businesses to ensure an exceptional beneficiary experience is provided
  • Partner with the Vice President and the other key leadership on strategic and critical organizational issues that relate to and impacting the Contact Center
  • Champion and/or lead projects that impact and influence the beneficiary experience
  • Manage workflow and performance metrics, and proper scheduling of contact center staff to accommodate business needs & peak volumes
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs and strive to exceed Service Level Agreement (SLA) performance
  • Manage the results of customer satisfaction surveys ensuring continuous improvement and increased customer satisfaction
  • Ensure timely investigation and completion of customers' concerns relating to claims handling and payment
  • Develop reporting mechanisms and provide senior management with information that captures the Contact Center’s emerging issues, trends, opportunities, and outcomes
  • Manage offshore strategic vendor relationships and staffing needs
  • Focus on both short and long-term planning along with responsible expense management and insure compliance with risk, regulatory and legal guidelines and standards

  • Bachelor of Science degree and/or significant related experience
  • Minimum 5 years of Call Center/Contact Center leadership experience is required; experience within Insurance or Financial Services industry is preferred
  • Effective leadership and analytical skills including working knowledge of typical Contact Center KPIs, staffing models, and capacity planning
  • Demonstrated ability to utilize technology to enhance efficiency
  • Exposure to Contact Center systems is preferred
  • Demonstrated ability to formulate and execute business strategies to meet short and long-term goals
  • Strong Talent Management focus with an emphasis on developing internal talent and managing results-oriented recruiting and training programs
  • Proven ability to engage, motivate and energize team members
  • Strong sense of urgency and the ability to address conflicts and provide immediate resolution, including the identification of technical and/or process improvement opportunities
  • Strong interpersonal, written and oral communications skills with the ability to interact at all levels within the organization
  • Ability and willingness to travel domestically and internationally, up to 25%
  • Series 6 & 26 preferred; will need to obtain within 180 days of hire

 


Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.
Job Function: Customer Service and Call Center
Schedule: Full-time
Apply on the Company Site
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