Director Customer Service Call Center
Travelers - Syracuse, NY

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Solid reputation, passionate people and endless opportunities.

That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.


Reports to Second Vice President or to the Business Center Vice President. Provides leadership, guidance and direction to Customer Service Managers in a call center environment. Facilitates the successful achievement of the call center quality, productivity, financial and staff development objectives. Provides oversight to and leads projects/initiatives that expand across the entire retail channel.


Provide support to the 2VP or BCVP in developing and executing operational initiatives to continually improve service and underwriting results.
Provide leadership, direction and management for multiple Service and various support teams.
Develop and implement programs to ensure cost effective use and application of personnel, technology and time. Partner with center and home office areas to identify areas to maximize resources and improve operational efficiencies.
Monitor customer satisfaction and financial results while ensuring the effective application of underwriting policies and programs.
Responsible for developing and mentoring Team Managers. Provide coaching and support in developing management skills, team motivation, and individual growth and development.
Develop and sustain effective and mutually beneficial relationships between agents, marketing regions, customers and the business center.


College degree desirable.


Minimum 3-5 years leading managers and front line staff.
Prior Personal Lines experience and/or management experience desirable.


Ability to navigate through and use to some extent, EXCEL, Word, Access, Lotus Notes databases.


Leadership: Communicates strategy, goals, objectives, expectations as well as results and progress to team managers. Displays flexibility and strong resource management. Interacts effectively with all audience levels. Demonstrates superior negotiation, coordination and conflict resolution skills. Earns trust and respect of others by coaching, inspiring and empowering teams of people to achieve strategic objectives.
Customer Service: Provides direction and effectively leads by example to ensure that all services are meeting the stated business objectives on a timely basis, with excellent quality. Demonstrates flexibility, anticipates customer needs, and effectively communicates in a manner consistent with the audience (verbal, written, presentation).
Human Resource Management: Acts as a mentor and provides leadership by example. Able to balance the workload of reports and direct individuals of varying abilities. Effectively motivates staff to achieve business objectives. Demonstrates a capacity to recognize value and respect differences across a diverse work force.
Financial Resource Management: Eliminates redundancies and provides for the most efficient and productive use of time and other resources. Demonstrates a consistent focus on minimizing expenses while maximizing results. Balances long and short term planning.
Business and Technical Knowledge: Strong knowledge of the retail marketing system and how to establish and maintain mutually beneficial relationships between teams, agents, home office support personnel, and marketing partners.

Travelers is an equal opportunity employer. We actively promote a drug-free workplace.

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