bestow - Customer Experience Manager, Performance and Efficiency
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Requirements
• Experienced Leader: You have 5+ years in call center operations/customer service leadership, with at least 2+ years of direct people management experience (specifically managing front-line leaders). • Life Insurance Expert: You possess strong life insurance knowledge, including policy administration, new business, post-issue servicing, and claims intake (FNOL) workflows. • Data-Driven: You have a proven ability to use performance metrics, reporting, and coaching frameworks to drive operational outcomes. • Adaptable: You are comfortable managing high-volume, fast-paced environments and can coach teams effectively within a regulated, customer-sensitive industry. • Collaborative: You excel at building partnerships across departments and managing contingent or TPA workforce models (preferred). • Tech-Savvy: You have familiarity with call center technologies, including WFM tools, QA systems, and CRM platforms (preferred).
Responsibilities
• 1. Leadership & Development: Directly manage and develop Team Leads; establish clear expectations and accountability for "boots-on-the-ground" leaders while fostering a high-performance culture. • 2. Performance Management: Analyze call center data to identify trends and gaps; translate insights into actionable coaching priorities and oversee the consistency of scorecards and performance reports. • 3. Operational Excellence: Monitor and improve workflows to enhance efficiency; partner with leadership to align staffing, performance, and service goals. • 4. Functional Oversight: Ensure teams effectively handle inbound/outbound calls, policy servicing (beneficiary changes, payments, inquiries), FNOL intake, and fraud referrals. • 5. Onboarding & Readiness: Own the end-to-end onboarding process for new hires; partner with contracting agencies and internal teams (IT, Training) to ensure resource planning and day-one productivity. • 6. Cross-Functional Partnership: Collaborate with Workforce Management (WFM) on real-time management and forecasting; work with Training to bridge knowledge gaps; and manage External Vendors to align on hiring targets and candidate quality.
Benefits
• $95K – $115K • Offers Equity • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Note: we ask for address as we might need it for documents such as offer letters. This information, along with other contact information is kept private. • Including portfolio links and relevant passwords if applicable • No, I will not need immigration support now or in the future (U.S. citizen, Green Card holder, or other permanent resident status). • Yes, I will need a transfer of my current visa (such as an H-1B). • Yes, I will need a different type of sponsorship in the future (for example, OPT to H-1B). • Yes, I will need a TN visa. • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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