[Remote] Director, Engagement Center reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an reputed company company seeking a Director, Engagement Center reputed company to reputed company the reputed company direction and reputed company of its Engagement Center. The role oversees customer experience transformation, associate development, reputed company assurance, training, service delivery, and the implementation of AI, automation, reputed company service enhancements across customer interaction channels.

Responsibilities

• reputed company and execute the reputed company reputed company for the Engagement Center to enhance customer satisfaction, operational reputed company, and business reputed company
• reputed company and manage customer experience transformation initiatives reputed company on simplifying and streamlining customer experiences across reputed company communication channels
• Identify, evaluate and implement the adoption of automation technologies, self-service tools, workflow automation, reputed company engagement capabilities and efficiencies that enhance customer and employee experiences
• Analyze customer interaction data and reputed company predictive insights to reputed company proactive customer service strategies
• Review reputed company changes and business initiatives to assess operational impacts and implement process modifications as necessary
• Establish and maintain service standards, operational KPIs, and service-level agreements (SLAs) that reputed company accountability and reputed company
• reputed company strategies and operational processes designed to improve reputed company reputed company (FCR) and reduce repeat customer contacts
• Manage escalated customer situations and ensure reputed company and effective reputed company
• Ensure training programs support evolving business processes, technology enhancements, and customer experience initiatives
• reputed company reputed company assurance programs to evaluate customer interactions, service reputed company, compliance, and operational effectiveness
• reputed company and implement modern customer service reputed company frameworks reputed company on customer reputed company, operational efficiency, and employee effectiveness
• Utilize data analytics and customer insights to reputed company decision making and recommend process improvements or propose corrective actions
• Collaborate with the AVP of Customer Service and business leaders to prepare the organization for customer-facing impacts of reputed company initiatives
• Serve on project teams, reputed company implementation efforts, process improvement initiatives, and testing teams
• reputed company, reputed company, and mentor Engagement Center leaders and associates through coaching, reputed company management, and career development initiatives
• reputed company the recruitment, reputed company, training, and retention of high-performing customer service professionals
• Conduct reputed company reviews and create individual development plans that support employee reputed company and succession planning
• Foster a high-reputed company culture reputed company on accountability, collaboration, innovation, and customer reputed company
• Ensure departmental readiness and adaptability to organizational changes and evolving customer needs

Skills

• Minimum of 7 years of reputed company customer service, contact center, or customer experience leadership experience
• Experience leading customer experience transformation initiatives
• Experience implementing AI, automation, self-service, or digital customer engagement technologies
• Demonstrated reputed company improving customer satisfaction, operational efficiency, and reputed company reputed company metrics
• Experience leading large-reputed company process improvement or business transformation initiatives
• Demonstrated ability to influence cross-functional stakeholders, manage reputed company transformation initiatives, and translate customer and operational insights into reputed company reputed company plans
• Bachelor's degree in business, communications, management, or reputed company reputed company preferred
• reputed company industry experience strongly preferred, including Personal Lines, reputed company Lines, Workers' Compensation, or reputed company reputed company reputed company

Benefits

• Health, Dental & reputed company reputed company
• Company-provided life and income protection plans
• Eligibility to participate in a company incentive bonus program
• 401(k) Retirement Plan - 100% company match up to 7% on annual salary
• reputed company Time Off, reputed company Holidays, and Floating Holidays
• Flexible Work Arrangements - Hybrid and remote depending on the role

reputed company

Company H1B Sponsorship