30 days old

Director of Call Center Operations

Brighthouse Financial
Charlotte, NC 28277
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  • Job Code
Req Id: 2960
Job location: Charlotte, NC, US, 28277

Brighthouse Financial is on a mission to help people achieve financial security. As one of the largest providers of annuities and life insurance in the U.S., we specialize in products designed to help people protect what they've earned and ensure it lasts. We are built on a foundation of experience and knowledge, which allows us to keep our promises and provide the value they deserve.

At Brighthouse Financial, we're fostering a culture where diverse backgrounds and experiences are celebrated, and different ideas are heard and respected. We believe that by creating an inclusive workplace, we're better able to attract and retain our talent, provide valuable solutions that meet the needs of our advisors and their clients, and deliver on our mission of helping more people achieve financial security. We're se eking passionate, high-performing team member to join us. Sound like you? Read on.

How This Role Contributes to Brighthouse Financial:

The Director of Call Center Operations works directly with Third Party Administrators (TPA) and internal associates to determine call center strategy, monitor performance, proactively solicit feedback, provide vendor oversight and manage implementation for all call center initiatives. This role will manage two direct reports including a call center manager and a quality assurance analyst. The Director of Call Center Operations will have the opportunity to help determine and implement the future state strategy of the Brighthouse Financial call center. Our call centers cross the enterprise play a critical role in the Brighthouse Financial customer and financial professional experience.

Key Responsibilities:
  • Provide oversight of our TPA managed call centers. Oversight includes; establishing and monitoring KPI's, reporting performance to senior leadership and identifying incident/problem management areas in our call center space
  • Manage call center implementation projects from end to end. This includes all steps from building out the future strategy to testing and delivering changes into our production environments and monitoring the impact of changes
  • Document current state processes of our TPA call centers, perform analysis and determine future state processes to drive efficiencies
  • Collaborate with TPA and Service Delivery Manager to discuss existing service-level misses and pain points, systemic issues, and potential service disruptions that might impact call center and operational processes, and establish service improvement activities
  • Partner with our internal organizations to solicit feedback that our advisors are providing to wholesalers and other business partners for improvements we should be making to our call center experience
  • Collaborate with Compliance to identify call center errors or inefficiencies and discuss process enhancements in accordance with applicable policies and procedures and state and regulatory requirements
  • Review and approve procedure change requests from TPA; consult with BHF key stakeholders (e.g., Distribution, Operations, Legal, Compliance, Product) to approve
  • Be a subject matter expert for all call center processes and projects (e.g., assist with building business requirement documents, research and respond to inquiries received from the business to clarify procedures or process-related questions)

Essential Business Experience and Technical Skills:
  • 10+ years of call center experience required, financial services experience preferred
  • Strong record of success in managing multi-site call center operations
  • Must be able to prioritize issues, identify root cause and ultimately resolve servicing issues in partnership with our TPA
  • Strong analytical skills and the ability to structure metrics and identify trends, advanced Excel skills required as most reporting will be manual
  • Previous experience with leading multiple projects and implementing new programs strongly desired
  • Previous experiene leading a team, this includes but is not limited to goal planning, performance reviews, compensation planning, coaching, and development
  • Strong written and verbal communication skills
  • Superior relationship building skills and a core belief in the criticality of a client-first, service oriented approach
  • Excellent time management skills and an eye for details
  • Undergraduate degree preferred

Our Benefits:
  • Time Off: Minimum of 20 days of paid time off and 13 paid company holidays per full calendar year, plus paid volunteer time
  • Financial Benefits: 401(k) savings plan with up to a 6% annual match and 3% annual company nondiscretionary contribution of eligible compensation, annual incentive plan, and employee stock purchase plan
  • Family Focus: Up to 16 weeks of paid leave for new parents, back-up care program, dependent care flexible spending account, and adoption and surrogacy assistance
  • Health and Welfare: Competitive medical, vision and dental plans, plus tax-free health savings accounts with potential company contributions up to $1,000 per family
  • Wellness Programs: Wellness incentive platform, employee assistance program, financial counseling services, fitness center discounts and more
  • Life & Disability Benefits: Company-paid basic life insurance and short-term disability

Salary Grade:




Posted: 2020-12-24 Expires: 2021-01-25

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Director of Call Center Operations

Brighthouse Financial
Charlotte, NC 28277

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