Posted: Monday, January 29, 2018 2:36 AM
Alternate Locations: Atlanta, GA (Georgia); Omaha, NE (Nebraska)
Relocation assistance is not available for this opportunity.
Hiring Manager: Michelle L. Harris
About The Company
Led by over 9,000 employees : including you : 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.
As the Director, Customer Care and Field Support you will provide leadership and direction to ensure group results for the Customer Delivery organization. You will provide direction and oversight to ensure that good customer relations are maintained, and complex customer inquiries and concerns are resolved fairly and effectively.
:Directs and provides leadership to continually improve the capability and results for Customer Care and Field Support.
:Establishes and implements priorities, performance goals and objectives to ensure group results for assigned area of responsibility.
:Directs and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards for Customer Care and Field Support.
:Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within Group Protection.
:Develops, manages and oversees the budget for his/her assigned area of responsibility
:Ensures that top talent is hired and retained within the Customer Care and Field Support area.
:Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
:Directs the processes and administration of complex customer inquiries for the Customer Care and Field Support team ensuring accurate, fair and efficient call management.
:Provides subject matter expertise and complex guidance to client service team members on customer inquiries and/or concerns within the Customer Care and Field Support area.
:Reviews and resolves complex escalated issues and concerns. Escalates issues as needed to management.
:Forecasts telephone volumes and short and long:term staffing requirements for the Customer Care and Field Support area.
:Develops and administers telephone escalation plan(s) for dealing with sudden peaks and emergency situations.
:Builds relationships with internal stakeholders to effectively understand and anticipate projects, products, or regulatory changes which may impact call volumes.
:Develops metrics and provides complex analysis regarding telephone traffic, call distribution and service performance to management.
:Ensures team is appropriately trained to respond to customer inquiries/concerns.
:Designs and implements training plans based on assessment of team needs
:Ensures that the team maintains customer confidentiality while complying with privacy regulations.
:Identifies and directs the implementation of process improvements that significantly reduce workloads to team members and internal/external stakeholders on complex assignments.
:Builds organizational capability within his/her assigned area(s) of responsibility.
:Maintains knowledge on current and emerging developments/trends for assigned area(s) or responsibility, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
:Provides subject matter expertise to team members and internal/external stakeholders on complex assignments or projects for the Customer Care and Field Support area.
• Location: Omaha
• Post ID: 11752967 omaha