Amwins is a business company that works to maintaining market values and meet broker expertise. They are fully focused on how the business can be an enormous solution to all the obstacles. They wish to bring change and anticipate tomorrow's challenges. They have a specialized team of Certified Compensation Professionals dealing with all segments and relationships equally, weaving collaboration into the fabric of organizations. Their dedicated practice groups are expert knowledge at their fingertips. Amwins believes that making a better future by challenging today's obstacles is the biggest progress. Partnering with Amwins gives advantages of insurance as well as experiences. Amwins give good career opportunities with comfortable pay packages.
Job Description PURPOSE:The Customer Care Director closely collaborates with the Senior Vice President and the Customer Care Team by contributing to and maintaining a best-in-class customer care organization that successfully services, with high quality, the remainder of the Company and external parties. Customer Care Director is responsible to supervise daily operations and management personnel, while ensuring efficiency, cost-effectiveness and absolute customer satisfaction.Leads and oversees the department with a focus on strategic and tactical initiatives and programs designed to deliver high quality services to the rest of the Company; focus areas include staffing, interdepartmental communications and workflow design, interaction with auditors, vendors, and other external parties, performance metrics and reporting.RESPONSIBILITIES:Direct staff management of 7 direct reports and overall management for approximately 60+ staff (permanent and temporary) who support member and client services for all lines of businessGuide and enhance the professional development of direct report staff. Provide coaching, feedback and direction to ensure the successful achievement of business and professional goalsProvide oversight and achievement of customer care metrics including internal and external standards, performance guaranteesResponsible for Customer Care retention strategy and activities with a focus on career progression and professional development at all levels.Oversees daily workflow/service levels within the call center.Analyzes weekly/monthly/quarterly reports for performance outcomes and ensures continuous process improvement.Identify and implement initiatives to increase efficiency, improve first customer care resolution and reduce contact center costOversee member and client service satisfaction results and trends. Implement improvements to process, technology and training to ensure high quality serviceOversee customer care crisis and disaster recovery management plans for contact centerContact Center Strategy & Planning Lead customer care annual planning and validate the strategic direction with Operations leadershipTransform the end-to-end customer journey by utilizing technology offeringsDetermine customer care operational strategies by leading needs assessments, capacity planning, and cost/benefit analysesOversee Customer Care sourcing strategies, implementation, and daily operationsOversee vendor relations, vendor support, and service level agreement performanceCustomer SatisfactionPromote a customer centric culture within the departmentPromote a deep understanding of who our members and clients are and their unique needs.Oversee staff engagement in identifying how we can improve the member experience with all touch points in the organizationQUALIFICATIONS:EDUCATION: (Minimum education required)Bachelor's degree required; Master's degree preferredEXPERIENCE: (Years of experience)8-10 years of call center experience, including leading large call centers8-10 years business or industry experience required5+ years leadership responsibilityInsurance experience strongly preferredSKILLS & ABILITIES: Experiencing in the leadership of large organizations, including periods of rapid changeAbility to interact within the company at many levels of the organization, including Senior LeadershipVendor and contract managementTelephony platform experience with IVRs, routing rules, setup of phone experience to match best practices; Five9 cloud-based solutions preferredAbility to handle multiple priorities; jumping from training employees, to solving client issues, to thinking strategically about long-term growthStrong data analysis and related analytical tool skillsExperience with policy administration systems.Advanced skills in Microsoft Office products with emphasis on Excel, Word and AccessExperience with top-line and bottom-line budgetingCERTIFICATES, LICENSES, REGISTRATIONS: Life and Health license Company Description AmWINS Group, Inc. has been a leader in the wholesale insurance industry since its formation in 1998. The firm is headquartered in Charlotte, North Carolina and has nearly 100 locations around the world. The firm has expertise across a diversified mix of property, casualty and group benefits products. AmWINS also offers value-added services to support some of these products, including product development, underwriting, premium and claims administration and actuarial services.With more than 3,600 employees, AmWINS is an amalgamation of 35+ wholesale brokerage, underwriting and group benefit operations which have been acquired over the course of 12 years. The firm currently receives more than 675,000 submissions a year from retail insurance agents across the United States. More than $11.1 billion in premium placements makes AmWINS the largest wholesale broker in the U.S. as ranked by Business Insurance magazine. AmWINS has extensive relationships with more than 20,000 retail insurance brokerage firms and more than 800 insurance underwriting firms by Jobble