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Director of Program Delivery (BPO

Company: Solera Corporation
Location: Paducah
Posted on: May 3, 2021

Job Description:

Lynx Services, a Solera company, are looking to hire a Director of Program Delivery for our BPO centre in Paducah. You will be responsible for the successful delivery of specific programs within Solera's BPO function. With oversight of c200 employees and c10 direct reports, we are looking for a proven leader within the BPO/Call Centre space.What You'll DoResponsible for successful delivery of specific programs within Solera's BPO business;Directs and manages approximately 200 employees including approximately 6-10 direct reports to ensure client SLAs, financial objectives and strategic objectives are exceeded;Manages to and analyzes detailed reports and metrics to determine trends and opportunities for process and efficiency improvements, and effectively communicates these trends to executive management;Develops and maintains full set of metrics and process flows, and drives continuous improvements in all key areas, including quality, compliance, employee recruiting and retention, and reductions in the cost of delivery;Drives consistent high performance by among others:Monitoring productivity and motivating team to reach daily, weekly, and monthly goals;Identifying areas of improvement and appropriately training and coaching team members to exceed performance targets;Ensuring team is fully trained on services, product and systems knowledge, operating standards, and proper execution of all processes;Identifying and implementing process and technology enhancements;Clearly communicating expectations and accountability for performance, helping employees see the link between individual performance and department/company achievement of its strategic plan;Builds scripting tools to create process flows that improve decision making, reduce errors, increase customer satisfaction, and augment departmental efficiencies;Analyzes service calls, integration activities, and reporting to recommend strategies and areas of optimization to ensure goals are met or exceeded;Handles escalation calls to ensures client satisfaction, participating in client presentations as needed;Utilizes yield management policies and works closely with workforce optimization and client management departments to implement strategies to maximize client satisfaction;Maintains a broad knowledge of the insurance industry and related regulatory, legal, security, compliance, and policy requirements;Develops positive relationships with all other departments and knows how they relate to the call center;Other duties as assigned.What You'll BringBachelor's degree required;7 years of large-scale call center experience with 3 years managing employees and projects;2 years of management experience in virtual contact centers;4 years of experience in insurance services field highly preferred;Advanced knowledge of workflows and project mapping;Leadership experience in project execution;Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications;Skilled in managing to metrics, coaching and development;Impeccable interpersonal, written, and verbal communication skills;Posted 2 Days AgoFull timeJR-008140About UsAbout UsSolera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life's other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.SDL2017

Keywords: Solera Corporation, Lubbock , Director of Program Delivery (BPO, Other , Paducah, Texas

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