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Director, Service Center

Company: Sentinel Benefits & Financial
Location: Wakefield
Posted on: November 26, 2022

Job Description:

Location Note: This a hybrid role for our Wakefield, MA office.The Purpose of Your Role:Do you want to work for a fun, growing organization where people truly make a difference?We are seeking a service-focused, team-oriented professional with strong leadership skills to be accountable for the success of our customer service contact center. You will be responsible for setting and meeting service deliverable targets as well as identifying and planning areas of improvement and development. You will also coach our Service Center Managers and provide support to our Service Team to ensure timely and helpful responses to participant inquiries.What you'll bring to Sentinel:Strategic thinking and strong problem-solving/critical thinking skills, including competency in process improvementTalent to recognize service delivery needs and/or gaps and recommend and implement solutions to resolve themAbility to build upon the existing Service Center foundation to add value for our participants, our clients, our employees, and our communityUndeniable passion for excellent customer serviceWhat you'll be responsible for:Oversee all aspects of the customer service contact center, including staffing, quality assurance, representative productivity, and service-related metricsDirect and support the Service Center Mangers in hiring, training, coaching and providing support to all Service Center Representatives, Service Center Specialists, and Senior Service Center SpecialistsStrategically review contact center interactions and take actions to reduce unnecessary calls/emails/chats, automate repetitive tasks, expand the resources available to the team and plan participants, and ensure the quality of participant interactions with our Service CenterEnhance and maintain the online knowledge bases utilized by the Service Center and plan participantsReport department metrics and progress on initiatives and process improvements to fellow managers and the senior management teamParticipate in cross-department initiatives and projects impacting the experience of our plan participantsAbout you:The ideal candidate for this role is a strategic problem-solver who is able to effectively multi-task and prioritize responsibilities based on the needs of the team and plan participants in a busy contact center environment.What you need to have:Preferred qualifications:5+ experience as a contact center leader with a track record for creating efficiency and exceeding KPI'sSuccess in consistently delivering a superior level of productivity and quality serviceExcellent verbal and written communication skillsExperience with Microsoft Office applications (Word, Excel), in-house applications (Infor, Relius), and contact center technologies (Genesys, workforce management solutions) preferredDemonstrated ability to lead, manage, develop, and motivate a hybrid contact center teamNice to haves:Knowledge of reimbursement accounts (i.e. FSA, HSA, HRA), COBRA Administration and/or Retirement Plan AdministrationWhat you'll be part of:Our people care about our organization. We are a company with a mission to be the best in our industry and best within our company. Being part of this company means that you are part of something special.Sentinel was recently recognized by The Boston Globe as a Top Place to Work in 2020. In 2021 & 2022, Sentinel earned a Top Workplace USA Awards from Energage.At Sentinel, we hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don't meet every single requirement, please consider applying if you like what you see. Our priority is to find the brightest talent that can add to our team culture, those who actively contribute and who are excited about what they do.Sentinel is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know.Some of our Benefits:PTO (vacation, sick, personal time bank)12 Paid Holidays (10 stated and 2 floating holiday)2 Community Volunteer Days5 Summer Half DaysMedical, Dental, VisionLife InsuranceLTD & STDRetirement Plan with 3.75% Employer MatchParental LeaveSee What We Stand For: we are:Sentinel Benefits & Financial Group proudly serves more than 3,800 clients throughout the U.S., and for over 35 years, we've remained devoted to making a difference in the lives of our people, our clients and our community. With nearly 240 professionals tied to our mission to deliver great service-and a 9-year average associate tenure-we have become the only provider who makes benefits EASY: easy for your people; easy for your business; and easy for you.Our ultimate goal is to take a holistic approach to help people prepare for their future health + wealth needs. From retirement plans to group health insurance to reimbursement accounts to financial planning, we engineer solutions and then continuously strive to make them better. Our in-house experts-and their commitment to excellence-define who we are. In 2021 and 2022, Sentinel earned a Top Workplace USA Award from Energage and was recognized by The Boston Globe as a Top Place to Work in 2020. Sentinel is also one of the largest employee benefits firms in Massachusetts (Boston Business Journal) and was named a 2022 Retirement Plan Adviser of the Year in the Mentorship category (PLANADVISER Magazine).FaGVUx8HuO

Keywords: Sentinel Benefits & Financial, Boston , Director, Service Center, Executive , Wakefield, Massachusetts

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