Prudential Ins Co of America Director, Participant Service Center - I in DUBUQUE, Iowa

The Director of the Participant Service Center (PSC) is responsible for the strategic planning and execution of all contact center functions. Duties include management and development of processes for the continuous improvement of the customer experience. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director will be continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. The Customer Service Directors success is measured by the centers ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, and adaptation of new proven technologies to increase efficiency. The incumbent for this role will be accountable for organizational optimization and change management to build consistent practices and prepare our workforce for future capabilities. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. The general responsibilities of this leader would include the following: Leading a team of contact center managers Executing the strategic direction of the PSC Acting as a leader and role model through ongoing change and improvements to our process and customer experience. Developing strategic partnerships with Prudentials Corporate Centers of Excellence and Prudential Retirements leaders and peers Executing on the future outsourcing strategy Identifyingand assessing state of the art contact center technology solutions Day to day leadership of the PSC to meet all SLA targets, inclusive of capacity planning, anticipating call flow volatility and shifting resources as required by call volume. Coaching and developing a strong succession pool of talent that will be equipped with the right skills to lead in the future Representing Prudential at sales finals to present a compelling value proposition focused on the needs of the individual customer to attract new business. Partnering across the business to achieve desired outcomes for best in class experiences VEVRAA Federal Contractor Request Priority Protected Veteran Referrals EOE -Veteran /Disabled/Minority/AA/F/M/SO