Posted: Saturday, February 3, 2018 5:52 PM
Alternate Locations: Atlanta, GA (Georgia); Omaha, NE (Nebraska)
Relocation assistance will be considered/provided for this opportunity within our company guidelines.
About the Company
Lincoln Financial Group provides advice and solutions that help empower people to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long:term care expenses. Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates.
As the Contact Center Director you will leads the claims call center in the successful achievement of organizational business goals and customer service metrics and measures.
:Establishes and implements individual and team priorities, performance goals and objectives to ensure completion of responsibility for contact center
:Oversees contact center team to ensure workloads are appropriately balanced among team members
:Manages and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards for department
:Manages and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within the contact center
:Ensures that top talent is hired and retained for the contact center
:Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
:Drives organizational performance objectives for the call center site
:Balances service level, productivity, quality and customer satisfaction goals to achieve business and functional objectives that align to the Group Insurance organization
:Invests in developing talent; identifies individual and team strengths and talents and creates development and succession plans that enhance the talent pool across the function.
:Cultivates a high:performing team environment and collaboration with the claims organization.
:Uses critical thinking to analyze reports and data and to identify trends and resources that improve delivery of insurance claims review services.
:Demonstrates collaboration at all levels within the organization, maintains a strong understanding of the multiple lines of coverage and a subject matter expert to the team.
:Maintains a strong customer focus and service orientation while balancing the demands of the business
:Models the principles of continuous process improvement as a tool for reengineering; identifies and implements changes
:Leads change management efforts across functions and departments
:Builds and cultivates relationships with peers, leadership, business partners, and external vendors or clients
:Maintains an enterprise:wide perspective
:Leads strategic, cross:functional projects within the claims organization as well as across the broader Group Protection organization.
:FINRA and SEC compliance management, where applicable
:4 Year/Bachelors Degree or equivalent work experience (4 yrs of experience in lieu of Bachelors)
:5 + 7 yrs of call center experience that directly aligns with the responsibilities of this position, including 2 + years of managerial, supervisory, and/or demonstrated leadership experience
:Insurance or financial services industry experience preferred
:A demonstrated track record of consistently meeting and/or exceeding performance expectations
:Possesses a bias for action and avoids workplace distractions
:Drives performance targets to completion
• Location: Omaha
• Post ID: 11672927 omaha