Customer Experience Manager in Mesa, AZ at National General Insurance

Date Posted: 9/10/2019

Job Snapshot

Job Description

Primary Purpose:
Drive continuous improvement of processes and procedures across multiple lines of business. Collaborate with leadership within the Customer Care and Operations team with the focus to identify opportunities to measure and improve the overall customer experience. Implement effective solutions to meet business leader objectives while effectively managing the Work Force Management team to optimize Customer Care resources.

 

Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
•    Lead the continuous improvement of processes across the organization by overseeing Customer Experience initiatives for NGLS and provide guidance to ensure solutions are implemented
•    Identify opportunities to improve Customer Experience by partnering with multiple lines of business and utilizing business expertise in Customer Care, ISA, Compliance and the Complaint groups
•    Advise and guide business leaders by collaboratively reviewing current process design and developing improvement strategies to streamline business functions
•    Responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources to achieve business objectives
•    Lead the analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with CC Leadership teams to achieve service level goals
•    Provide daily/intra-day performance reports and status to leadership
•    Provide monthly client and internal reports with respect to Customer Experience and Call Center performance
•    Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
•    Project Manager for the NGLS Customer Experience Project and Improvement 
•    Work Force Management Manager for existing staff (Real time and Analysts)
•    Improve Call Center Outbound Reporting Improvements 

 

Minimum Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•    Bachelor’s Degree or in-lieu of degree equivalent education, training and work-related experience 
•    2+ years of experience in Workforce Management, preferably in contact centers with at least 50 employees
•    Ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time management to support multi-department contact center operations
•    Ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time management to support multi-department contact center operations
•    Ability to demonstrate competency in dealing with all levels of employees /management
•    Able to build strong relationships with teams and all organizational customers
•    Ability to use business and management principles involved in strategic planning, resource allocation, leadership technique and coordination of people and resources
•    Must possess the ability to work under pressure, meet deadlines and be accountable for performance
•    Ability to be highly organized with an emphasis on accuracy and timeliness
•    Proficient in Microsoft Office (Word, Excel, Outlook and PowerPoint)

 

Desired Skills:
•    4+ years of experience in Workforce Management, preferably in contact centers with at least 50 employees
•    IVR Project Experience

Job posting ID: 2019-0931

Job Requirements

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About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

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