Contact Center Director
Confidential · Madrid
Important innovative and global multinational, with more than 35 years of specialization in multi-risk claims management, located in the north of Madrid, seeks to incorporate Contact Center Directorf for their Spanish and French platforms reporting to the Chief Operating Officer
The mission of this position is to promote, develop and direct the activity of the Contact Center, in accordance with the defined procedures and company guidelines, to ensure and improve the level of customer satisfaction, both internal and external, in addition to establishing a system of continuous improvement in search of excellence and efficiency.
Its main functions will be:
- Determine harmonization policies common to the platforms under their responsibility
- Prepare reports that help make strategic decisions on the platforms, in line with the agreements set
- Analyze monitoring and control indicators to ensure correct operation
- Coordinate its activity with the rest of the areas involved, to ensure the proper implementation of the novelties
- Control planned activities by comparing them with what has been done and detect deviations or differences.
- Guide the activity of the Contact Center and the service offered to both external and internal customers to meet customer service objectives (response level, satisfaction levels, etc.) and meet customer needs.
- Make proposals for technical and organizational improvements to management in order to improve productivity and quality.
- Establish a process of continuous improvement and good practices that contribute to achieving greater efficiency in the services provided.
- Capture and collect the experience of the team to define the best work methods and procedures for the department.
- Manage and monitor assigned projects ensuring their profitability and meeting objectives.
- Direct, advise and coordinate the team in charge, maximizing their performance by creating the most appropriate working environment conditions to provide a quality service.
- Report promptly to the management of the deviations detected, proposing contingency plans and solutions in the medium/long term.
- Adequately manage both internal and external resources made available to ensure compliance with objectives.
- Create, together with the management, the differential style of the Customer Service Area, designing and preparing the action protocols that will be used by the personnel under their charge.
- Establishing and enforcing policies regarding employee conduct and communication etiquette
- Interviewing candidates’ qualifications and experience to ensure they meet job requirements
- Creating and implementing training programs for new hires or existing staff members on topics such as customer service, conflict resolution, and ethics
- Overseeing the hiring process for new agents, including reviewing resumes, conducting interviews, and making hiring recommendations
- Setting goals and objectives for the call center and monitoring performance to ensure that objectives are met
- Developing strategies to improve customer satisfaction and loyalty through better service, faster response times, and increased transparency
- Monitoring call volume during high traffic periods to ensure that all calls are answered in a timely manner
- Monitoring the performance of agents to ensure that they are providing quality customer service
- Problem-solving skills
- Works in a leadership capacity with members of Senior Leadership and support functions to effectively develop PSU Call Center business plans and execute on those plans effectively
- Leads and manages claim-handling function that requires a complete understanding of customer lifecycle
- Measures the qualitative and quantitative impact of changes to claim handling processes
- Facilitates two-way communications with sales vendor management organization in order to validate test ideas or results (agent roundtables, surveys, brainstorming)
- Guides decision-making on platforms management and claim handling function
- Bi-weekly presentation of program or project results to the executive leadership team
- Maintains priorities and roadmap for improvement working KAM
Its required:
- Minimum experience of 5 years in a similar position, preferably in the Insurance sector.
- Experience in managing high-volume services.
- Experience in team management in service environments, with responsibility for service quality levels, and the income statement.
- Knowledge of Contact Center tools and technology
- Fluent in Spanish and English. French will be very valued at an intermediate or high level.
- Communication skills, customer orientation, results orientation and team management.
- Initiative and proactivity.
- Orientation to goals achievement of results.
- to work in high-pressure environments. Speed and autonomy in decision-making.
- Ability to organize and prioritize tasks
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