Making Lives Better With Personalized Eyecare
Director of Contact Center Operations
Location
United States
Posted
14 days ago
Salary
Not specified
Job Description
Job Requirements
- 8+ years in Contact Center leadership
- At least 3 years in a multi-site healthcare environment
- Proven track record of managing 100+ seats across both on-shore and off-shore environments
- Experience with telecommunications platforms
- Understanding of labor cost arbitrage and P&L management
- Bachelor’s degree required; MBA, MHA or Lean Six Sigma certification is a plus
- Ability to travel (up to 25%) to regional offices
Benefits
- Health insurance
- Professional development opportunities
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Sr. Representative CS3 - Business Solutions Call Center 93236
New York Life Insurance CompanyAt New York Life, our 180-year legacy of integrity, mutuality, and financial strength fuels a future defined by bold transformation. As the largest mutual life insurance company in the U.S., we operate on behalf of our policy owners—not shareholders. That structure allows us to take a long-term view, investing in people, purpose, and innovation that endures. Guided by a clear enterprise vision to become a technology-, data-, and AI-powered company, we’re modernizing our platforms, rearchitecting experiences, and embedding intelligence across our products and services. Our mission has always been about helping people through life’s most meaningful moments. Today, technology is amplifying that mission—enabling us to serve clients, advisors, and communities in more personalized, proactive ways. With a diversified business portfolio spanning insurance, investments, retirement, group benefits, and direct-to-consumer offerings, New York Life delivers the stability of a Fortune 100 company with the agility of one that’s continuously evolving. We’re powered by a values-led culture, inclusive teams, and a shared belief that when our people thrive, so does our company. Here, tradition fuels momentum—and your ideas, energy, and growth power what’s next.
Handle inbound calls from agents, policy owners, and employers for Employee Whole Life group billing; provide high-quality customer service, process financial and administrative transactions, escalate out-of-scope items, and maintain partnerships to resolve service issues proactively.
