Senior Director Contact Center

US-OR-Hillsboro
2 weeks ago
# Positions
1
Status
Full-Time
Req #
16644

Overview

If you want to make a positive difference and stand out from the crowd, you’ll fit in at The Standard (www.standard.com). Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.

 

As the Senior Director of the Contact Center, you’ll provide critical leadership in support of our 2 contact center locations (Hillsboro, Oregon, and Altavista, Virginia) responsible for an overall team of approximately 100. You’ll be spending your efforts relationship building, creating connections, and developing and implementing strategy to ensure operational excellence. You’ll identify, assess and propose solutions to individual and systemic challenges and blind spots while always keeping an eye towards our customer experience.

 

 

Responsibilities

 

  • You’ll build strong credibility and effective and trusting relationships with your direct reports, peers, senior leaders and other stakeholders to ensure strong practices and performance objectives are met to support the business.
  • You’ll offer strategic thought leadership in terms of customer satisfaction drivers and business process issues.
  • You’ll leverage your knowledge and experience with contact center technologies to partner with our IT group to ensure we effectively optimize and enhance our technologies in order to improve operational effectiveness.
  • People development and staff capabilities are important to you and you'll demonstrate commitment to the development of current and future team members and leaders in order to build bench strength for the future including identifying high potential team members, providing and ensuring effective and continual coaching and mentoring. You’ll role model accountability in terms of running effective group meetings, skip levels and 1:1 meetings with appropriate cadence.
  • Using your analytical skills, you’ll study metrics and trends and provide insightful data to propose areas of needed focus and attention.
  • You'll educate, protect and advance our customer interests effectively and constructively.  
  • You’ll instill a spirit of engagement and motivation that ensures a positive work environment that aligns with our core values. 

 

 

Qualifications

Experience

  • You’ll have at least 10 years of progressively responsible leadership experience in contact centers at an executive level or consulting with 5 years of experience leading people leaders with a total team size of at least 50 - 100.
  • You’ll have experience working with and enhancing contact center technology (IVR/AVR phone systems and WFO/WFM applications)  to influence and partner with IT to effectively lead through systems enhancements.
  • Ideally, you’ll have at least 3 - 5 years of experience managing third party vendors to ensure customer satisfaction and performance goals are achieved.
  • Education. A bachelor’s degree or equivalent combination of related experience is required. A Master’s degree is preferred.

Attributes

  • You’ll possess excellent strategic thinking and influencing skills with the ability to lead change across the organization.
  • You are pro-active and self-motivated, inspire enthusiasm about the business and create a positive culture with high morale and strong performance.
  • You have the ability to generate pro-active strategies and creative solutions with a process improvement mindset.
  • You’re a strong inspirational and hands-on leader, capable of managing and bringing together diverse backgrounds and skill sets to create a team environment and produce intended results. You embrace stretch goals with enthusiasm while being grounded in reality with a results-driven focus.
  • You are able to gain credibility, buy-in and collaboration from across the organization with the ability to interact at all levels in order to integrate efforts to accomplish strategic initiatives and key objectives.
  • You possess excellent presentation and influencing skills.
  • You have the interest in learning our product lines and the ability to work in a fast paced environment to deal with constantly changing internal and external environments.
  • You’re flexible and adaptable with the ability to evaluate the need for change and the impact of those changes on the business.

 

 

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.

 

For more information regarding your Equal Employment Opportunity applicant rights, click  here.

 

Individuals with disabilities who need assistance or accommodation with the application process should contact HR Direct at 971-321-7871.  This number is only for the use of individuals with disabilities who need accommodation with the application process.  General inquiries about application status will not be addressed.

 

 

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