The Service Center Director is responsible for the management and the development of an international/domestic service center that provides services for customers in the USA and worldwide clients in a 24/7/365 environment. The role will focus on accelerating value creation through innovative and customer-centric strategies that align incentives around employee satisfaction, member experience and improved operating costs.About the Role: Primary responsibilities are to manage the strategic effectiveness of our service center team and achieve service level goals and long-term service strategies through the effective management of people.Responsibilities:Determine service center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses, identifying and evaluating technology, productivity, quality, and service standards, contributing information and analysis to organization strategic plans and reviews.Collaborate across the organization to define the customer journey and recommend process improvements to improve the overall customer experience.Maintain and improve service center operations by monitoring system performance, team performance, identifying and resolving problems, preparing, and completing action plans, managing systems, process improvements, and quality assurance programs.Accomplish service center people objective through ensuring strong recruiting, training, coaching and development of all levels of associates.Responsible for creating an environment of inclusivity, recognition, and teamwork to ensure employee engagement and alignment with company values and objectives.Prepare call center performance reports by collecting, analyzing, and making recommendations based on data and trends.Maintain professional and technical knowledge by tracking emerging trends, attending education workshops, reviewing profession publication, establishing personal networks, benchmarking state-of-the art practices and participating in professional societies.Develop and maintain a collaborative partnership with stakeholders across the organization and key strategic partners.Work collaboratively with the Director of Global Service Center Support Services ensuring comprehensive ability to always back up each other’s roles.Other duties as assigned.Qualifications:Undergraduate degree required.5-7 years of service center experience.Experience in a Blue Cross Blue Shield Plan is a positive.Required Skills:Strong customer service ethos.Must possess a can-do attitude.Strong leader and motivator with the ability to mentor talent within the organization; able to provide work direction; able to attract and retain top talent.Action oriented, problem solving, perseverance, and drive for results.Strong business acumen with ability to negotiate and generate commercial outcomes.Strong analytical and critical thinking ability – able to quickly assess, diagnose, and recommend.Drive sound and disciplined decisions that drive action while effectively using financial knowledge and data to manage the business.Drive high-quality execution excellence by communicating clear directions and expectations.Ability to work under pressure in complex environments and effectively manage competing priorities across multiple projects and business line.Proven ability to build relationships cross-functionally and lead toward common goals.Exemplary communication skills and ability to communicate effectively at executive levels.International experience – professional or extended personal experience.Cross cultural sensitivity and experience working with global teams.Pay range and compensation package is competitive withing the industry.Company is an Equal Opportunity Employer
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