Head Of Contact Centers And Itc

Join Our Team
In 2022, the Atlanta Journal-Constitution named Primerica one of the best places to work for the ninth consecutive year. Also in 2022, Primerica was named one of the Best Employers for Diversity by Forbes for the second consecutive year. Forbes also named Primerica as one of America's best Insurance companies for 2022. Primerica ranks 6th among 25 companies included in the Term Life Insurance category. Over the past seven years Primerica has consistently been voted Best Employer by Gwinnett Magazine in its special "Best of Gwinnett" winner editions. Primerica is a great place to work! Join our team to experience what it's like to work at "one of the best places to work in the metro Atlanta".
About this Position
The Head of the Life Contact Centers and Image Technology Center will be responsible for several departments and areas of focus overseeing a large organization. This role will require a strong people leader with experience leading and implementing process improvement, and technology change in a complex cross functional organization.
As the primary business stakeholder for the Contact Centers, command center and Image technology center, this candidate will work with the Primerica IT and Projects team to sponsor and prioritize strategic initiatives and technology enhancements to positively impact our Field representatives, Clients and Beneficiaries. This role will also work closely with Operations managers to drive straight through processing to assign, route and escalate high value, high priority tasks to the appropriate teams.
This leader will oversee multiple departments and teams comprising more than 300 total headcounts. As a result, experience managing large departments and providing strong communication skills, experience providing verbal and written feedback, mentoring and guidance to contact center managers and team members is essential to improve and acknowledge performance.
Responsibilities & Qualifications
SKILLS FOR SUCCESS

• Deep knowledge of call center leading practices, processes and technologies to help drive customer-centric solutions. Experience creating strategies for enabling a differentiated service approach.
• Help craft the design of next generation operating models that support customer service journeys before, during, and after the sale of a company's products and services
• Functional knowledge in three or more of the following areas: customer service transformation, customer service experience design, customer service process implementation, workforce management, technology support, customer service technology and integration across channels, reporting/metrics KPIs, and vendor/contract management
• Familiarity with service technologies including but not limited to: cloud solutions, case management, quality assurance, workforce management, knowledge management, and computer telephony integration
• Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); IVR/live/agent/web/mobile/chat/email contacts, social media, voice of customer, cost-to-serve

ESSENTIAL FUNCTIONS

• Ability to effectively manage and motivate teams, acting as an advocate and leader in the strategic design process, owning the overall Strategy and execution
• Ability to foster an innovative and inclusive team-oriented work environment, playing an active role mentoring junior levels of management.
• Ability to cultivate and manage key cross functional relationships
• Ensures business process workflow within the teams meets departmental production and quality standards while adhering to company policies and procedures
• Makes recommendations to Senior management concerning changes, improvements, and enhancements that benefit the Contact Center People, Processes and Technology
• Responsible for relationship management of any third party or outsourced service providers
• Has responsibility for recruiting staff, developing talent and building an effective team
• Able to work independently with more limited direction from senior management.

EDUCATION and EXPERIENCE

• A bachelor's degree with at least 10 years of work experience in Customer Service, Call Center Operations, CRM Technologies, or Customer Experience
• Significant experience with defining and executing on customer service initiatives, challenging how customers interact across all channels - traditional, self-service, and digital channels
• Significant people management experience with leading project teams and managing direct reports within an organization
• Strong problem solving and troubleshooting skills, excellent creative, analytical, process design, as well as, strong oral and written communication skills.

KNOWLEDGE & SKILLS

• Working knowledge of Microsoft Word, Excel, Teams, Visio, and PowerPoint
• Working knowledge of SQL database, reporting tools and dashboards
• Strong, demonstrated analytical and problem-solving skills
• Excellent organizational, verbal and written communication skills
• Experience managing and supervising multiple teams and departments
• Ability to work with extreme time sensitivity and handle multiple and changing priorities simultaneously
• Self-motivated with the ability to work in a demanding and fast-paced environment

FLSA status:
This position is exempt (not eligible for overtime pay):
Yes
Our Benefits:

• Day one health, dental, and vision insurance
• 401(k) Plan with competitive employer match
• Vacation, sick, holiday and volunteer time off
• Life and disability insurance
• Flexible Spending Account & Health Savings Account
• Professional development
• Tuition reimbursement
• Company-sponsored social and philanthropy events

It has been and will continue to be the policy of Primerica, Inc., and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state or local laws.
At Primerica, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.