Life & Annuity Contact Center Operation Manager

Life & Annuity Contact Center Operation Manager

DXC Technology 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.

Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.

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 :

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