Director, Customer Service

Customer Service Director

The opportunity:

The Customer Service Director ensures that all specialty markets are serviced with accuracy and efficiency by maximizing resources through shared utilization across all specialty markets. This Director works closely with Dental management to reduce loss ratio through appropriate PCD assignments. Minimizing/reducing reliance on regular and temporary staff by leveraging co-sourcing partnership to meet service level expectations is another responsibility of this Director as is managing the expectations and performance of the co-sourcing vendor. The Director achieves superior call center performance with respect to customer service through an integrated process of operational, quality, and resource management that meets or exceeds member, customer, and provider expectations and is consistent with corporate goals.

How you will contribute:

• Work with co-sourcing vendor to maximize utilization by identifying call types that can be outsourced.
• Understand all contractual requirements of assignment markets.
• Drive organization to meet/exceed service level requirements.
• Encourage use of various access channels (phone, email, chat, web portal) to minimize calls to Customer Service that can be handled via self-service.
• Identify process improvement opportunities and implement changes as needed.
• Collaborate with internal and external customers to ensure that Specialty Services is responding to their needs.
• Conduct regular customer satisfaction surveys to measure overall member satisfaction.
• Understand and operate within legislative and privacy compliance.
• Ensure timely hiring and training of staff supporting Specialty markets.
• Work to establish meaningful goals and metrics for all pertinent functions as they pertain to both internal and external expectations and requirements. Actively support and encourage process reviews and quality audits of operation and customer service functions and incorporate results into performance evaluations.
• Influence new membership growth and existing membership retention through effective management of customer service.
• Actively participate with Directors and the Executives in developing annual and ongoing Corporate goals and develop the strategic and tactical initiatives to implement successfully. Effectively perform Leadership functions for varied corporate initiatives.
• Participate effectively as an integral member of the Project Priority Committee to prioritize corporate IT initiatives, and manage company-wide expectations through effective project process, monitoring, and communication. Ensure that the Executives receive the appropriate updates and notification of potential business risks.
• Establish and maintain an environment where new ideas and solutions are encouraged, evaluated, quantified and implemented.
• Influences staff to achieve organization and corporate objectives while helping employees understand current and new business directions. Maintain a positive work climate and culture while managing change. Implement and monitor tactical business plan for redesigned processes to ensure smooth and measurable implementation. Challenge, manage, and motivate operational staff to be responsive to performance expectations in a rapidly changing work environment.
• Ensure personnel are properly selected, assigned, trained and motivated to accomplish results necessary for successful operations. Coach direct reports and staff to reach their full potential. Promote and execute development plans which strengthen and broaden staff skill sets critical to their current and future job performance. Anticipate resource needs, establish appropriate priorities and eliminate unnecessary functions. Balances short term consequences against long-term strategic vision. Recognize and promote diversity.
• Maintain proactive communications with staff and management that appropriately disseminates departmental, cross-departmental and corporate initiatives, successes and goals.
• Establish and maintain strong collaborative working relationships with other function directors and managers to ensure all processes and work interdependencies are identified and addressed on an ongoing basis.
• Other duties as assigned.

What you will bring with you:

• Bachelor's Degree with 8 years Customer Service/Call Center experience or equivalent.
• 5 years previous experience in health care/dental care.
• Working knowledge of call center and operation metrics and reporting tools, scheduling and staffing tools and quality control/call monitoring processes.
• 5 years previous management experience.
• Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint and Visio.
• Strong project management skills and techniques.
• General knowledge of Internet and Intranet.
• Must have strong interpersonal and communication skills.
• Ability to manage multiple priorities and adapt to changing conditions.
• Demonstrated achievements in project management leadership.
• A demonstrated team – oriented leadership style with the ability to motivate others.
• Required to attend additional training as requested/deemed necessary.
• Incumbent must be able to communicate effectively.
• Requires overall light physical effort (up to 25lbs.)
• Manual dexterity and sitting is required in carrying out position own position responsibilities (i.e. use of personal computer).
• Ability to travel or move about within and outside serviced facilities required.
• Incumbent works primarily in either a private or shared office environment.

Salary Range: $114,600 - $171,900

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.