Director, Service Center
 Bswift | |
 United States | |
 Feb 04, 2025 | |
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Want to be a bswifter? At bswift we've been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. We're looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! WHAT YOU'LL DO WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions): Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. The role is responsible for multiple functions including, but not limited to: Quality & Content: Interaction Quality: Oversight of an in-house and BPO Quality program of evaluating interactions with customers, escalations and customer and client satisfaction. Knowledge Management: Work in concert with Delivery and Training teams to maintain a knowledgebase that equips agents to handle complex calls with accuracy and minimal effort. Product and Technology: Customer Service Technology deployment ownership and continuous enhancement management (NICE InContact, Agent Assistant AI technology, Agent Desktop, Salesforce CRM, Telephony/IVR) Account Management Support: Act as a SME internally and externally around trends in Customer Service and provide a point of contact to stakeholders for the roadmap, best practices implementations, planning, training, reporting, escalation management, etc. Willing to assist in all steps of the sales and implementation process. Product Strategy, Support and Technology Vendor Relationship Management: Level 0 product support, release testing, product strategy and roadmap development. Continuous Improvement: Business Operations: Contingency planning, escalation management, measurement of effectiveness of efficiency initiatives, budgeting, process oversight, program leadership. Talent Development and Training: Talent Development: Grow talent in a dynamic environment through regular candid feedback, career development, rotational training, information sharing and matching skills and interests to business needs. Training Partner: Work closely with L&D to ensure training is applicable, modernized, and effective. Apply learnings from the SC COE to create and improve training for the Service Center organization. WHAT YOU NEED TO SUCCEED (Required Education and Experience): 5+ years in a Director or higher role in a large multi-channel contact center with demonstrated experience creating technology and operational solutions that drive quality, efficiency, and engagement. Strong understanding of latest customer service technologies including cloud telephony systems, CRMs, Agent assist AI, etc. Must be a player-coach who will get into the details and join in on the solution alongside your team Intimately familiar with the interplay of KPIs such as adherence, occupancy, shrink, and abandonment Passionate about continuous improvement and the value in moving fast to make an impact. Data driven and must thrive on the autonomy to quickly evaluate data, make decisions, act, and adjust course if needed Ability to problem solve and solution across multiple groups and for complex issues/situations Manage change from ideation to completion Ability to assist and equip others to efficiently solve complex problems Exercises good judgment independently, sometimes without clear data or direction Proven results in transforming delivery through improved processes, automation, new ideas, etc. Strong verbal and written communication skills to all levels of the organization and external clients Data analysis and advanced Excel skills Modeling, creating and managing a budget Willingness to work nights and weekends when necessary Occasional travel (up to 10%) NICE TO HAVE (Preferred education and experience): Seasonal staff modeling, acquisition, onboarding and training Benefits Administration and Annual Enrollment Remote workforce management Contracts and Negotiations OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Why Join bswift? At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member's unique contributions. Benefits of Working at bswift:
Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees. Specific benefit offerings vary by position and may be subject to change. Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description. In the spirit of pay transparency, we are excited to share the base salary range for this position is $105,000-$120,000, exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package! bswift is an equal opportunity/affirmative action employer.
At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right. bswift has been regularly named one of Chicago's Best and Brightest Companies to Work For, as well as one of the Nation's Best and Brightest Companies to Work For year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally. We are committed to being an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities. If you have what it takes to join our award-winning culture, we'd love to hear from you! | |