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Executive Director, Customer Experience
Reinsurance Group of America
Chesterfield, MO, United States
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Position Overview
More than anything, RGAX employees love their jobs because it’s challenging work. We believe smart people work smarter when they’re empowered. When they use logic, balanced with creativity and curiosity. At the forefront of RGAX’s culture is collaboration – a must to be successful within our organization. These are just a few of the attributes we are looking for in an Executive Director of Customer Experience, RGAX.
The Executive Director of Customer Experience, RGAX will implement the CRM Sales Strategy in establishing bottom of the funnel conversion of leads and retention of customers. This role will report to the VP, Distribution Lead in creating CRM developments that define short and long-term call center requirements, monitoring and reporting of key metrics, and leading the development of digital virtual assistants or offline Contact Center programs in converting leads into customers and creating customer retention campaigns. This executive will lead and oversee the contact center CRM operations and sales processing.
This role is critical to delivering exceptional consumer experiences while leveraging the most effective use of staffing, technology, and automation.
Responsibilities
• Define and manage the requirements of the Contact Center, including sourcing equipment, effective resource planning and implementing Contact Center strategies and operations; carrying out needs assessments, performance reviews and cost/benefit analysis.
• Lead Contact Center operations for Inbound, Outbound, Sales, Service and Insurance Case Management.
• Prepare Strategies and Processes in collaboration with the CRM marketing acquisition execution team.
• Maintain high quality standards by way of creating Contact Center call handling guidelines; create scripts; policies and procedures; monitoring random calls to improve quality, minimize errors and track operative performance.
• Troubleshoot and create action plans to quickly and effectively address problems.
• Define, set and meet performance targets for speed, efficiency, sales and quality.
• Ensure all relevant communications, records/data are updated and recorded in CRM system on a weekly basis; define data dispositions that will track back into CRM (so that offline and online records are tracked holistically)
• Define achievable targets and goals for contact rates and conversions to ensure that customer and business needs are met.
• Create and ensure adherence to defined standard operation procedures (SOPs) in accordance with guidelines and directives.
• Provide constructive & constant feedback on testing and improvement of services, systems which may either reduce cycle time or costs or enhance customer satisfaction or increase controls & reduce risks.
• Stay current on available technologies and work processes that have potential to improve customer experience, contact center performance, real time responsiveness and efficiency.
Requirements
• Bachelor’s degree in Business, Marketing or Communications
• 8-10 years of management experience in an inbound and outbound call center environment.
• Previous marketing leadership with experience in a front-line customer service or call center environment that contribute to defining improvements in CRM.
• Strong organizational and strategic planning skills.
• Ability to coach and develop program management to drive program performance
• Flexibility and versatility in problem analysis and resolution requiring attention to detail.
• Ability to communicate successfully across functional lines.
• Critical thinking skills focused on root cause and opportunities for improvement.
• Ability to analyze and interpret qualitative and quantitative data.
• Excellent interpersonal, written and oral communications skills.
• Experience with agile working processes a plus.
• Data-driven mind-set, leadership and problem-solving skills, using creativity and innovation.
• Excellent presentation and communication skills.
• Ability to lead cross-functionally and build deep relationships.
Company Overview
Reinsurance Group of America, Incorporated (NYSE: RGA) is one of the largest global life and health reinsurance companies. With operations in 26 countries, we support our clients and partners around the world with innovative approaches and customized solutions. What do you think? Better yet, how do you think? Have we piqued your curiosity? Consider a career with RGA. It’s the logical choice.
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