AVP, Operations/Call Center

CA Moore & Associates makes magic happen with a customized, relationship-based approach and brings a broad base of experience to make every match the right match.

Growing company located in desirable New England area, has TOP opportunity opening, due to PROMOTION! This is a KEY position on the Senior Management team and highly visible! Large Call Center Operations leadership needed- insurance, financial services is necessary for this role The Assistant Vice President (AVP) is considered to be strategic and key to the success of the business unit or organization as a whole. The AVP is responsible for the leadership of all operations units, including operations, billing and commission, and call center operations. The AVP is also a change agent in creating business strategy, organizational structure and process. The AVP is very collaborative and sets high standards of performance for self and subordinates. The AVP of Operations is an accomplished manager with experience developing customer and/or agent service operations, business process improvements and streamlining delivery of products/services. Responsibilities include leading policy operations, customer and agent call center and billing and commissions departments.

* Works in tandem with Vice President or above to formulate strategic plans for functional area of responsibility * Plays key role in the corporate strategic planning and development process and works with peers to manage and implement initiatives * Reports directly to COO and could be considered as a succession-planning candidate for Vice President position * Implements strategic and tactical operational initiatives * Develops, implements and monitors performance standards to assure that high quality and timeliness standards are maintained * Extensive analytical experience is required, along with the ability to leverage technology and manage vendors. * Oversight of customer and agent call center, requiring an understanding of inbound call center and quality attributes. * Develop and implement strategies, processes and technologies to improve service, productivity and efficiency. * Facilitate change to support operating, financial and quality objectives. * Develops management staff to achieve a strong, flexible and pro-active management team. * Leads and nurtures an environment that promotes employee engagement. * Achieve and maintain a significant level of knowledge of customer care technology, operations, procedures and competitive issues. * Directs all billing and commission activities to assure timely and accurate billing, application of payments, reconciliation of accounts, payment of agent commissions and other related activities

* Bachelor’s degree; Master’s Degree preferred * Must possess excellent communication, leadership and analytical skills. * 10+ years of progressive experience in a leadership position managing large call center operations-- customer service, billing and commissions, or operations, REQUIRED --in the insurance or financial services industries. * Requires strong skills in delegation, strategic planning, directing multiple units or departments, planning and controlling resources and expenses and developing staff. * Experience in designing and implementing programs to assure maximum efficiency, while maintaining excellent and effective customer service.