• Director Contact Center

    Location US-OR-Portland
    Posted Date 6 days ago(12/6/2018 1:50 PM)
    # Positions
    Req #
  • 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.


    Provides leadership and direction for the delivery of services and support to clients/customers. Manages all facets of customer contact  including participating in the resolution of customer concerns and defining, developing and managing to a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and business divisions to resolve status, production, delivery and billing inquiries. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.


    Education & Experience: Bachelor's degree or the equivalent combination of education and/or relevant experience required.  Functional experience:  Minimum 8 years experience in a Contact Center environment.  Management experience:  Minimum 5 years acting in a management role. 


    Knowledge & Skills:  Champions strategy across business area.  Provides expert advice. Detailed knowledge of product and product line support in several functional areas.  Current knowledge of product regulations.  Track record in analytics, measurement and improvement with large client base.  Experience with IVR/AVR phone systems and WFO/WFM applications.  Skills in leading through change and process improvement.


    Scope & Job Complexity: In-depth knowledge of divisional and organizational objectives.   Influences divisional strategies within and outside Contact Center and delegates objectives and priorities to subordinate managers.  Ensures client and corporate service, quality, financial, metric and performance goals within the department are met. Manages the planning and execution for supervisor and manager recruitment, development and retention. Manages the development and monitoring of overall department operating budget.  Ensures effective and efficient operations and collaborations across the functions within and outside the department. Influences and drives direction at division level.


    Supervision:  Manages two or more functional areas/departments through subordinate supervisors or managers.  Provides performance management, training and selection of new supervisors/managers, coaching and internal communication. 


    Interaction & Influence: Frequent interaction with senior management and subordinate managers.  Networks across the division/organization.  Influences and drives internal and external business trends.  Recognized leader in company and business community.  Leverages resources and removes barriers.




    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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