Life & Annuity Contact Center Operations Manager at DXC Technology

Nashville, Tennessee, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, Information TechnologyIndustries

Requirements

Bachelor's degree or equivalent combination of education and experience; Bachelor's degree in business management, computer science or related field preferred
Life & Annuity or financial industry strong expertise
Nine or more years of customer service or other contact center operations experience
Five or more years of leadership, management and supervisory experience overseeing large and complex teams in the insurance industry (life and annuities) - client customer services and/or back office
Demonstrated performance management and process improvement implementation and discipline - including workplace modernization and incorporation of technology solutions into the continuous improvement process and culture
Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations
Intermediate to expert competency in Word, Excel and PowerPoint
Ability to create compelling and concise business presentations and updates to Sr Leaders (What? So What? and Now What? etc.)
Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action
Demonstrated excellence in communication and interpersonal skills at all levels
Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
Demonstrated effectiveness in inclusion, employee development and satisfaction
Preferred: FINRA Series 6 and 26 registration (either current or within reactivation window)
Preferred: Six Sigma/LEAN certification
On-site work, preferred locations Nashville or Tulsa Metro areas
Must have an indefinite Valid USA Work Permit

Responsibilities

Oversees the day-to-day operations of the customer support center operations
Conveys customer feedback to product development staff in order to continuously improve client satisfaction
Manages customer support staff to ensure service level agreements for products and services are met
Schedules staff to adequately handle call volume at any point in time
Monitors progress and number of telephone calls made
Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.)
Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area
Improves quality and responsiveness of customer support staff and resources
Contributes to overall service revenue by generating new and creative ideas to sell add-on services
Promotes sales of various service options
Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms
Manages client relationship from contact center perspective with Sr Leaders from clients and internally with DXC Account Delivery Leaders, Account Executives, Sr Leaders
Approach client interactions with the Listen, Learn and Act philosophy

Skills

Key technologies and capabilities for this role

Contact Center OperationsCustomer Support ManagementStaff SchedulingService Level AgreementsPersonnel ManagementClient Relationship ManagementProcess TransformationCall Volume ManagementPerformance MonitoringTeam Leadership

Questions & Answers

Common questions about this position

What qualifications are required for the Life & Annuity Contact Center Operations Manager role?

A Bachelor's degree or equivalent is required, preferably in business management, computer science or related field, along with strong expertise in Life & Annuity or financial industry, nine or more years of customer service or contact center operations experience, and five or more years of leadership experience overseeing large teams in the insurance industry.

What experience is needed in the insurance industry for this position?

Five or more years of leadership, management, and supervisory experience overseeing large and complex teams in the insurance industry, specifically life and annuities, with client customer services and/or back office experience.

Is the salary or compensation specified for this role?

This information is not specified in the job description.

What is the work arrangement or location policy for this position?

This information is not specified in the job description.

What makes a strong candidate for this Contact Center Operations Manager role?

Strong candidates will have demonstrated performance management, process improvement implementation including workplace modernization and technology solutions, plus relationship leadership in managing client agreements, service levels, and contracts.

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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