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Service Center Director of Operations



United States · Remote
Posted on Friday, August 11, 2023

We’re looking for motivated and goal-driven team members who can do what it takes to make a company great. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you have the bswift values of higher standards, greater accountability and more fun, we want to hear from you!

bswift is currently seeking a Service Center Director of Operations to join our growing team.
Located in downtown Chicago, bswift offers software and services that streamline benefits, HR (Human Resources) and payroll administration for employers and public and private exchanges nationwide. bswift’s state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who enroll in benefits with bswift.
bswifts’s Service Center is not a typical call center looking to cut costs at every corner. We do not sell anything other than a great experience for the employees and families of our clients. We take great pride in our interaction quality, customer satisfaction, and agent engagement. We are continuously transforming to make it easier for our agents to support the people we interact with.

The Director of Operations is a manager and leader within the Service Center organization. This position is accountable for leading and steering a team of Service Center supervisors, analysts, and agents to ensure we delivers high quality, accurate and empathetic customer experiences when interacting with bswift via voice, chat, and web. The Director has accountability for delivery both at the client and agent level, continuously balancing efficiency, high quality, and client satisfaction. This role is part of the bswift Service Center leadership team, working closely with other Directors/VPs, Operations, Workforce Management, Direct Service Account Teams, and our clients.

An ideal candidate is one that:
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals
• Builds a cohesive team that works well together in a high pressure environment
• Is a visible leader who supports the front line agents
• Understands and manages all core operational responsibilities for their book of clients.
• Manages and executes on Open Enrollment, various client delivery needs, new client implementations, and the day-to-day Service Center operations.
• Executes specific strategic and operational plans in support of business segment customer service objectives and initiatives.
• Plans, directs, and implements procedures that will assure a high level of customer and agent satisfaction
• Oversees quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems.
• Develops agents, analysts and supervisors to allow for promotion within bswift
• Represents the vision of our customer experience strategy.
• Is client facing when and where necessary
• Demonstrates high energy with a willingness to dive in at a moments notice
• Partners with Leadership team and COE (Center of Excellence) to drive improvements in Quality coaching, content tools, and training materials to help agents in their efforts to resolve customer issues
• Effectively applies bswift's HR (Human Resources) policies and practices, i.e., FML/EML, Attendance, Code of Conduct, etc.
Fundamental skills:
• Develop, monitor, and review performance reports and service performance trends for each account and recommend specific actions as necessary.
• Create and maintain strong collaborative relationships within operations as well as with Center Of Excellence team, Client Services, Implementations, Sales team, and IT in executing and attaining appropriate client service level agreements.
• Develop, train, evaluate, and coach management staff to drive operational call center effectiveness, engagement, retention, while ensuring that SLA and Quality standards are met.
• Assess individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensures training needs are met.
• Can establish a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans.
• Motivate others to balance customer needs and business success
• Collect, analyze and report on operations information in support of process, systems, and policy redesign.
• Ability to use omni-channel contact center technology to quickly identify trends, servicing issues, technology issues, or agent behaviors
• Effectively manage cross-functional projects that support the business strategy.

• People Management – 7+ years
• Operations Management – 7+ years
• Customer Care / Service Center / Call Center Manager Experience – 5-7 years
• Process Improvement – 5-7 years
• Change Management – 5-7 years
• Benefits Administration experience – 5 years
• Analytical skills; ability to identify data trends and manipulate data sets – 5-7 years
• Strong technical aptitude and skills, especially with omni-channel service center technology (Nice/InContact, Genesys Cloud, etc.)
• Experience with ramp-up for seasonal support of Annual Enrollment
• Excellent written and spoken communication skills

In the spirit of pay transparency, we are excited to share the base salary range for this position is $100,000-$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!

At bswift, our values are Higher Standards, Greater Accountability and More Fun. We pride ourselves on having an engaged, friendly and smart team that goes the extra mile to get the job done right. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth.

bswift was named one of Chicago’s Best and Brightest Companies to Work For® in 2014, 2015, 2016, 2017, 2018, 2019, 2020 and 2021, as well as one of the Nation’s Best and Brightest Companies to Work For® in 2014, 2015, 2016, 2017, 2018, 2019, and 2020.

We are 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!