Customer Care Director

Job Summary

• Implements plans to ensure short and long-range customer and agent satisfaction, growth and profitability.
• Directs and coordinates policy processing, revenue, expense and service goals to attain profitable growth and market penetration.
• Creates and drives strategy resulting in continuous improvement, operational excellence, and performance driven culture of the operation. Provides leadership facilitating satisfaction and retention of high quality employees.
• Responsible for meeting and exceeding contact center service level goals through effective motivation, training, and development of team members.
• While this role may be virtual, preferred locations include Olathe KS, Phoenix AZ, or Grand Rapids MI. If you are within 50 miles of a hub location, this role may be considered hybrid.

Essential Job Functions

• Leads a team(s) of contact center leaders to drive contact center service level results through effective coaching, mentoring, and employee development.
• Takes ownership of performance management, schedule optimization, and identifying training needs.
• Works closely with support partners/Centers of Excellence (Workforce planning, Finance, Executive Leadership, Product, Reporting, HR, Talent Acquisition, Training, etc.) to ensure adequate staffing levels, provide effective role preparation and prioritize and deploy resources in accordance with business needs.
• Provides technical expertise and overall guidance promoting high quality, responsive, and personal service to customers and agents.
• Ensures contact centers provide support to agents and customers in the acceptance, improvement, rejection, and cancellation of policies in accordance with Farmers’ underwriting guidelines. Ensures compliance with established department objectives, policies, practices, and standards of the company in addition to applicable laws and regulations.
• Utilizes change management strategies to ensure effective and timely responses to an evolving business environment.
• Directs the development and maintenance of productivity standards and service schedules.
• Directs policy services to render prompt, efficient, and professional service to agents and policyholders. Evaluates and aggregates information received through escalated complaints, surveys and compliance/quality data to make service improvements, optimizing departmental processes and standard operating procedures.

Essential Job Functions Continued

• Oversees escalated customer and agency complaints to ensure resolution.
• Manages relationships with Product, Underwriting, Distribution, IT and Customer Experience groups to ensure feedback from agents and policy holders influences the development or refinement of Enterprise products and services.
• Establishes objectives and plans for departmental attainment of Service Center and Enterprise goals and initiatives with Compliance business partners.
• Ensures timely and accurate completion of mandatory training, reporting, and other compliance related activities. Fosters a diverse and inclusive environment with team and executes D&I strategy.
• Manages action planning and response for employee engagement survey feedback. Translates enterprise and line of business strategy for leaders and teams.
• Performs other duties as assigned.

Education Requirements

• Bachelors degree required. Masters degree MBA or similar advanced degree in business preferred.

Experience Requirements

• Four years of experience in a contact center or other customer service oriented environment including two years in a leadership role required. Minimum six years of business experience required.
• 5-7 years of call center leadership experience in P&C Insurance Industry highly preferred for external applicants. 
• Experience translating greater strategy to team members.
• Ability to effectively present and communicate to leadership and others across the line of business. 
• Effective leadership and analytical skills preferred.
• Preferred experience: Minimum of 1 year in SO Strategy and Process Manager (SPM), or 2 years SO Strategic Execution and Change Manager (SECM), or successful completion of a developmental assignment in a leader of leader role.

Physical Environment

• This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Physical Actions

• Job is performed in-person at a Farmers office or virtually at an approved alternative work location. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Frequently sits for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category require rare, if any, travel.

Special Skill Requirement

Additional Qualification