At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we’re working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.
We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals, and challenging ourselves to achieve more. We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.
Efficiently manage and coordinate the operations of the Contact Center staff to accurately meet the required business requirements and call standards. Responsible for the accurate and timely completion of all Contact Center work to meet or exceed pre-defined quality and productivity standards, while establishing and maintaining a positive and motivating work environment. Collaborate with the Customer Support Manager, Operations Training and Quality Manager, and AVP to develop and implement strategies, technologies, standards, procedures and measurements as it pertains to overall efficiencies, and continue to improve such processes on an ongoing basis. He/she will be responsible for leading and representing the Contact Center initiatives. Will serve as the back-up for the Customer Care Manager
College degree preferred
ACS designation or other LOMA designations preferred
ALMI designation preferred
4+ years of management experience
4+ years of experience in a customer service/call center related position
Call center and/or processing experience
Life, Property and Casualty or Health insurance experience preferred
Understanding of life insurance products preferred
Strong coaching and leadership skills, ability to motivate and support staff
Strong organizational skills with the ability to prioritize and multitask
Ability to communicate clearly, effectively, politely and professionally, both verbal and written
Ability to influence teams to work towards department and company goals
Critical problem solving skills and ability to make sound decisions
Ability to learn quickly and develop a broad knowledge of the industry, products and services
Decisiveness and attention to detail
Ability to work independently as well as within a team environment
Proficiency with necessary technology, including computers, software applications, phone systems, etc.
Analytical and technical skills
Project management skills preferred
Comprehensive knowledge of Microsoft Office (Word and Excel)
Typing 40+ WPM