Call Center Technology Manager

Title: Call Center Technology Manager, Insurance Operations

Department: Customer Service

Division: Insurance Operations

Reports To: Vice President of Insurance Operations

Classification: Full Time, Exempt

 Job Summary

The Call Center Technology Manager position will be responsible for developing and maintaining technologies that will help drive growth, increase efficiencies and provide insights for the customer service team at Xceedance. The ideal candidate should have a strong background in data analytics, business intelligence tools and application management and the ability to implement and maintain technological solutions.

Essential Functions

Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Develop business requirements for technology platforms and projects
  • Partner with Leadership to Develop Contact Center Technology Roadmap
  • Oversee successful implementation of new technologies and enhancements
  • Embed with the Technical Support team to understand associate and customer requirements
  • Maintain and exceed metrics related to quality, turnaround times and productivity
  • Present relevant data and analytics to leadership team and determine key takeaways for increased productivity.
  • Provide input and thoughtful commentary on RFP’s and RFI’s.

 Competencies

  • Display interpersonal skills including conflict resolution
  • Planning ahead, managing time, being cost conscious, thinking of better ways to do complete tasks or fulfill business requirements.
  • Setting clear expectations, reviewing progress, providing feedback and guidance, holding people accountable

 Supervisory Responsibilities

This Position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Work Environment

This job operates in a clerical office setting.  This role routinely uses standard office equipment such as computers, phones, photocopies, filing cabinets and fax machines.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Position type/Expected Hours of Work

This is a full-time Position.  Days and hours of work are Monday through Friday 8:30 a.m. to 5 p.m. 

Required Education and Experience

  • BA or BS in Business or Computer Science, or comparable education and experience
  • 2+ years of work experience in software programming. Experience must include at least one of the following languages: Python, SQL or R.
  • 2+ years of BI development using Power BI or equivalent tool.
  • Knowledge of ETL/ELT techniques and methodologies along with best practices.
  • Proven track record of exceptional dedication to provide friendly, customer-oriented service
  • Demonstrated communications skills, both orally and in writing, and strong interpersonal skills
  • Must be detail oriented and able to multitask
  • Preferred Education and experience
  • MS in Business or Computer Science or related field
  • 5 years of customer service leadership or management experience
  • CPCU, P&C Brokers License, or any insurance certifications
  • Insurance industry experienced professional with sound domain knowledge

EEO Statement

Xceedance provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal or local law.  Discrimination of any type will not be tolerated.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Location: US
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