DXC Technology
Life & Annuity Contact Center Operation Manager
DXC Technology, Tulsa, Oklahoma, United States, 74145
Life & Annuity Contact Center Operation Manager
Join to apply for the
Life & Annuity Contact Center Operation Manager
role at
DXC Technology
DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.
At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.
Life & Annuity Contact Center Operation Manager
Essential Job Functions
Oversees the day-to-day operations of the customer support center operations
Conveys customer feedback to product development staff in order to continuously improve client satisfaction
Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume at any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.)
Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources
Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options
Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms
Manages client relationship from contact center perspective with Sr Leaders from clients and internally with DXC- Account Delivery Leaders, Account Executives, Sr Leaders
Approach client interactions with the Listen, Learn and Act philosophy
Basic Qualifications
Bachelor's degree or equivalent combination of education and experience
Bachelor's degree in business management, computer science or related field preferred
Life & Annuity or financial industry strong expertise
Nine or more years of customer service or other contact center operations experience
Five or more years of leadership, management and supervisory experience overseeing large and complex teams in the insurance industry (life and annuities)- Client customer services and/or back office
Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and culture
Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations
Intermediate to expert competency in Word, Excel and PowerPoint
Ability to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc
Other Qualifications
Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action
Demonstrated excellence in communication and interpersonal skills at all levels
Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
Demonstrated effectiveness in inclusion, employee development and satisfaction
Preferred requirement: FINRA Series 6 and 26 registration -either current or within reactivation window
Preferred requirement- Six Sigma/LEAN certification
Work Environment
On-site, preferred locations Nashville or Tulsa Metro areas
Must have an indefinite Valid USA Work Permit
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
If you are an applicant from the United States, Guam, or Puerto Rico, DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below.
We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.
Postings Link
Disability Accommodations
If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.
Please note: DXC will respond only to requests for accommodations due to a disability.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
IT Services and IT Consulting
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Life & Annuity Contact Center Operation Manager
role at
DXC Technology
DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.
At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.
Life & Annuity Contact Center Operation Manager
Essential Job Functions
Oversees the day-to-day operations of the customer support center operations
Conveys customer feedback to product development staff in order to continuously improve client satisfaction
Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume at any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.)
Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources
Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options
Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms
Manages client relationship from contact center perspective with Sr Leaders from clients and internally with DXC- Account Delivery Leaders, Account Executives, Sr Leaders
Approach client interactions with the Listen, Learn and Act philosophy
Basic Qualifications
Bachelor's degree or equivalent combination of education and experience
Bachelor's degree in business management, computer science or related field preferred
Life & Annuity or financial industry strong expertise
Nine or more years of customer service or other contact center operations experience
Five or more years of leadership, management and supervisory experience overseeing large and complex teams in the insurance industry (life and annuities)- Client customer services and/or back office
Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and culture
Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations
Intermediate to expert competency in Word, Excel and PowerPoint
Ability to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc
Other Qualifications
Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action
Demonstrated excellence in communication and interpersonal skills at all levels
Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
Demonstrated effectiveness in inclusion, employee development and satisfaction
Preferred requirement: FINRA Series 6 and 26 registration -either current or within reactivation window
Preferred requirement- Six Sigma/LEAN certification
Work Environment
On-site, preferred locations Nashville or Tulsa Metro areas
Must have an indefinite Valid USA Work Permit
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
If you are an applicant from the United States, Guam, or Puerto Rico, DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below.
We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.
Postings Link
Disability Accommodations
If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.
Please note: DXC will respond only to requests for accommodations due to a disability.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
IT Services and IT Consulting
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr