Location: Pittsburgh,PA, USA
Job Requisition ID: 90964
Location Designation: Hybrid - 3 days per week
Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life's legacy of being there when we're needed most. Here, you'll design, implement, and support these solutions directly impacting employees' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.
Alternate locations: Dallas, TX (Texas); Pittsburgh, PA (Pennsylvania)
This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.
Role Overview:
This role will lead and direct the Group Benefits Solutions (GBS) Telephonic and omnichannel Advocates, creating a best-in-class call experience for customers and an efficient, streamlined operation for the business. This position is responsible for planning, leading, organizing and controlling the activities of no fewer than five (5) Team Leaders and their teams of no fewer than 100 Call Advocates collectively. This leader will develop and implement best practices and will allocate resources to ensure consistent execution and people management. They will support and execute all GBS Contact Center Objectives including responsibilities related to the BPO relationship. This role specifically oversees Claims Inquiry calls including calls for Voluntary, Leave, and Disability claims teams.
What You'll Do:
* Support the GBS Contact Center Objectives, ensuring that calls are accurately and fairly handled with focus on KPIs, Customer Satisfaction, FCR, Empathy and established best practices to model service excellence.
* Monitor Team Leaders and Advocates performance to ensure calls are accurately and fairly handled, coaching of advocates occurs, established policies and procedures are adhered to, service standards are met, and applicable compliance. Implement action plans to address any concerns.
* Build and support a high-performance culture within GBS, focusing on employee training, development and coaching, regular and open communication, and individual accountability and recognition.
* Work closely with the Head of Contact Center and Directors to support all aspects of the Contact Center Objectives and ensure contingency plans are in place to manage real-time impacts to the call operations.
* Ensure that best practices are consistent with applicable policies and procedures and in alignment with strategic business focus.
* Partner effectively with key business partners to manage and resolve issues that pertain to customer and client service requests, expert resource involvement, expense management, and quality control issues.
* Proactively analyze dashboards and various milestones to chart progress against expectations and accountabilities to maximize operational effectiveness. Identify areas of opportunity, assist with goal setting, balanced scorecard performance, and execute plans which drive continuous improvement.
* Participate in projects and initiatives in support of service and operational excellence and providing consistent, positive customer service.
* Support a high-performance culture within GBS, focusing on employee training, development and coaching, regular and open communication, individual accountability, and recognition.
* Identify and implement process improvements that significantly improve quality, efficiency, training needs, and operating expenses across the business unit.
* Influence service excellence modeling through building strong partnership with Strategic Partners including Workforce Management and Sales and Distribution influencing service excellence modeling.
What You'll Bring:
* Undergraduate degree required and graduate degree preferred.
* 5+ years of steadily increasing leadership responsibilities.
* Ability to prioritize critical objectives focusing on high impact components.
* Excellent communication and interpersonal skills.
* Ability to drive change, oversee projects, and influence peers and organization.
* Demonstrated ability to effectively communicate verbally and in writing, both with senior leaders in the organization and in disseminating information to staff.
* Proven record of driving and exceeding operational excellence within a contact center including workflow and process improvements.
* Ability to mentor and coach call center advocates to meet or exceed goals successfully.
* Ability to manage complex and escalated issues independently. Able to adapt to changing and agile environment.
* Strong strategic, analytical, and critical thinking skills.
This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.
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Pay Transparency
Salary range: $100,000-$150,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID: 90964