Director, Customer Care Center (2024)

The Location:

Remote, US, 31999Windsor, CT, US, 06095

Salary Range: $115,000 - $260,000

Job Posting End Date: July 31, 2024

We’ve Got You Under Our Wing

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.

Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.

Work Designation – Depending on your location within the continental US, this role may be hybrid or remote.

  • If you live within 50 miles of the Aflac offices located in Windsor, CT, this role will be hybrid. This means you will be expected to work in the office for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.
  • If you live more than 50 miles from the Aflac offices located in Windsor, CT, this role will be remote. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.

What does it take to be successful at Aflac?

  • Acting as a Champion for Change
  • Acting with Integrity
  • Communicating Effectively
  • Demonstrating Initiative
  • Developing Talent
  • Managing Performance
  • Pursuing Self-Development
  • Serving Customers
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations

What does it take to be successful in this role?

• Strong knowledge of customer service/claims technologies and how they are applied to improve quality and productivity

• Broad knowledge of managerial, financial and budgeting concepts; operating principles, and methodologies applicable to division and employee management; including expert knowledge of Aflac’s mission, objectives, and procedures, the relationship with other departments, and the framework in which the department operates; a high degree of skill in applying this knowledge to the analysis and resolution of very complex or sensitive problems

• Knowledge of budgeting and expense control to plan, implement, and maximize expenditure of funds while maintaining and improving quality standards

• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner and enrich and develop the organization culture.

• Expertise in Aflac Products to include Accident, Hospital, Cancer, Life Insurance, FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements

Education & Experience Required

  • Bachelor's Degree In business administration or a related field
  • 10 years of professional job-related experience
  • 5 years management experience

Or an equivalent combination of education and experience

Education & Experience Preferred

  • Master's Degree
  • Insurance industry designations

Principal Duties & Responsibilities

• Responsible for strategic leadership of production activities across Customer Care Center to ensure efficient operations within performance standards, corporate policies, and regulatory guidelines; keeps abreast of the technologies and processes throughout the industry

• Works collaboratively across Customer Care Center to identify, design, and implement process improvement strategies and leverage and enhance technology to gain efficiencies

• Develops an organizational framework and provides the necessary leadership to ensure the ongoing availability of a qualified and motivated staff to meet current needs and planned future growth; including strategic hiring, training practices, career pathing for retention, and performance management

• Develops long-range visionary strategic plans and annual budget for the areas within scope of responsibility and ensures that operations are managed within authorized budgets; advises, develops, reviews, and approves budgets, plans, and business goals

• Reviews and interprets performance against operating plans and standards for the division; provides information and reports to subordinates on interpretation of results and approves changes in plans; presents monthly reports on performance, and develops and presents matters requiring decisions to key management team for the division

• Performs other duties as required

Total Rewards

This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. The range has been created in good faith based on information known to Aflac at the time of the posting. Compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate. The salary range for this position is $115,000 to $260,000.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state mandated sick leave (Washington employees accrue 1 hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to sick and safe leave, and adoption and parental leave, in all states and localities.

Director, Customer Care Center (2024)

FAQs

What is a customer care director? ›

A director of customer service works to support company goals by building strong, lasting relationships with customers and employees.

What does a customer director do? ›

A Director of Customer Success is the person that oversees the middle ground between customer success and business development. They manage the customer success team in a way that combines the customers' goals with the business's goals to form a cohesive, data-led, and customer-informed process.

What are the top skills for a customer service director? ›

Employer job listings tend to list Digital, Problem Solving Skills, Continual Improvement Process, Proactive, Auto Delivery, Communication Skills, Collaboration, Management Skills, Customer Service, Facilitation, Technical, Customer Retention, Analysis or Mentoring as requirements in Director Of Customer Service job ...

Who is the boss of a customer service representative? ›

Customer Service Managers are responsible for overseeing teams of Customer Service Representatives.

What is the highest salary of a customer care executive? ›

The average salary for Customer Service Executive is ₹22,250 per month in the India. The average additional cash compensation for a Customer Service Executive in the India is ₹2,250, with a range from ₹1,000 - ₹36,375.

What does a call center director do? ›

What Does a Call Center Director Do? Call center directors oversee operations in a remote customer service facility. In this role, your job duties include the management of all call center staff and ensure they maintain the company's expectations on production levels.

What skills should a director of customer success resume? ›

Your director of customer success resume must clearly showcase a history of leadership in customer service environments. Highlight your proven ability to drive customer retention and satisfaction. Emphasize your strategic planning skills and how they've positively impacted customer success outcomes.

What skills do you need to be a customer care manager? ›

problem-solving skills. confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations. motivational skills and an ability to supervise and lead a team of customer service assistants. creative thinking, to be able to come up with new ideas to improve customer service standards.

What is the highest position in customer service? ›

VP of client services

The vice president (VP) of client services handles the high-level management of customer relationships. This role – which focuses on customer support and success – ensures customers receive exceptional service, achieve their goals, and feel satisfied with the company.

What is the highest position in a call center? ›

Chief Customer Officer (CCO)

The highest role in customer service management, the CCO is responsible for the entire customer experience. They drive customer strategy at the executive level, ensuring that the company's customer service aligns with its overall mission and values.

What does a customer experience director do? ›

A Customer Experience Director is a senior-level executive responsible for overseeing all interactions and experiences consumers have with a company, its products, or services. This role entails designing, implementing, and managing strategies that enhance customer satisfaction and loyalty.

What is the work of customer care manager? ›

A customer service manager oversees a team of people who respond to inquiries from prospective, current and past customers. A successful customer service manager uses both technical expertise and interpersonal skills to run a contact center. The person is a manager and a leader.

What does a director of customer operations do? ›

A customer operations director is a key figure in a company, responsible for driving customer satisfaction and improving operations. They work with various teams, including marketing, product design, and engineering, to identify pain points and resolve them.

What is the main role of customer care executive? ›

Customer service executives are often responsible for handling customer complaints and concerns. Problem-solving skills enable them to solve issues quickly and successfully by analysing the cause of the problem, generating possible solutions and implementing a plan to resolve the problem.

Top Articles
Latest Posts
Recommended Articles
Article information

Author: Sen. Emmett Berge

Last Updated:

Views: 5945

Rating: 5 / 5 (80 voted)

Reviews: 87% of readers found this page helpful

Author information

Name: Sen. Emmett Berge

Birthday: 1993-06-17

Address: 787 Elvis Divide, Port Brice, OH 24507-6802

Phone: +9779049645255

Job: Senior Healthcare Specialist

Hobby: Cycling, Model building, Kitesurfing, Origami, Lapidary, Dance, Basketball

Introduction: My name is Sen. Emmett Berge, I am a funny, vast, charming, courageous, enthusiastic, jolly, famous person who loves writing and wants to share my knowledge and understanding with you.