Job: Contact Center Division Manager

Jobing Description

Contact Center Division Manager

Business Unit: Service Delivery
Location: NC, Charlotte
Last Updated: 10/03/2011

Job Description:

Just don t have a career.

Shape it and Enjoy it.

AXA Equitable is a global leader in the financial protection industry, committed to fostering and maintaining a diverse, multicultural and inclusive environment. Providing solutions that allow our clients to accumulate and secure the financial resources they ll look to depend on throughout the various stages of their lives is what we do best. It s a tough commitment, and we need your perspective, candor, insight and diligence to ensure we deliver on our promise to our clients, our shareholders and the communities where we conduct business.

Your future belongs to you. And while we can t predict where you ll be, we can promise an interesting journey as you explore and advance your career with us. Along the way, you ll be encouraged to collaborate with colleagues, and seek out challenging assignments at AXA Equitable and abroad with AXA Group where your creativity, resourcefulness and ingenuity will facilitate the development of novel business solutions for our clients and business partners.

The relationships you ll cultivate, and the experiences you ll gain with us, are invaluable and rewarding. But that s only part of what you ll receive. We also reward you with competitive base compensation, performance incentives and Total Rewards that include an impressive range of health, wellness and wealth accumulation programs such as a pension, 401(k) and stock purchase plan.

Visit www.axa-equitable.com to learn more.

JOB DESCRIPTION

* Participate in the creation of strategies that support the vision of the National Operations Center, Unified Life Contact Center initiatives and the corporate vision/objectives. Lead the development and continual communications of aggressive team objectives within the division that support the vision/mission. Facilitate processes/practices that will enable all employees to understand and embrace the big picture and not just their piece of a function/process

* Responsible for the overall Quality, Productivity, and Service Level Commitment for the Unified Life Contact Center; provide guidance to managers on workflow, procedures, standards and other aspects of daily operations to ensure that goals are achieved and problems/issues are resolved appropriately

* Work with managers and other staff to create/review performance measures and metrics, assuring data is accurate and analyzed appropriately and that standards are applied consistently and reviewed/updated as business needs change

* Lead overall team focus on a customer-centric process. Assure that customer survey feedback, customer complaints, regulatory issues, etc. are properly reviewed and analyzed to determine/implement any necessary business actions to improve service/results

* Mentor and develop direct reports; provide ongoing feedback and coaching to Managers to maximize their individual contribution, their professional growth and their ability to function effectively as a team.

* Provide guidance to managers on effective performance management and individual development planning

* Work with Managers on needs analysis and development of training plans to achieve the needed job knowledge critical to providing world-class service

* Lead the review of division business processes and workflow; solicit and welcome feedback from all team members as to what is working well and what needs to be improved; strive to implement and maintain Best Practices to build capabilities for the future

* Work with Division Managers and others on center wide issues such as staffing, performance standards, Service Level Agreements, controls, workflow/processes, budget, etc. to achieve effective operations, and ensure consistency where necessary

* Participate in other meetings and projects

* Encourage and support leadership, initiative and teamwork in all team members. Instill empowerment concepts throughout the team management group by creating challenging roles, encouraging risks and providing candid feedback

JOB REQUIREMENTS

* 5+ years experience in a Contact Center is required with at least 3 years in a leadership/management function managing managers and team leads.

* Bachelor s degree or equivalent work experience.

* Ability to develop management and other mid-level staff

* Ability to lead problem solving and decision making efforts

* Demonstrated short term and long-term planning capability

* Demonstrated experience creating and interpreting call center metrics