Associate Vice President, Client Service Centre - Burnaby, BC

Only for registered members Burnaby, BC, Canada

1 week ago

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+ Develop and execute the annual business plan with a focus on overall new business and business retention Exceptional client experience & client outreach Service model strategy Best practices Industry involvement Mentoring training and development + Ensure consistent and effective application of insurer HUB corporate policies and procedures as they apply to the business or to the employees Collaborate on forecasting budgeting and workforce planning to optimize call center operations Execute strategies for continuous improvement of key performance metrics including Contact Center metrics such as average speed of answer service levels abandon rates etc New Client Acquisition Prospect Business Conversion Rate Outstanding Activities Renewal/Retention Accounts Receivable Division Profitability Customer Satisfaction Scores + Develop sales strategies including referral programs inbound upsell and outbound dialing initiatives to drive revenue growth and customer acquisition Assess market and identify current prospective opportunities to obtain new clients; monitor business results and take appropriate corrective action when necessary to ensure targets are met Provide leadership support collaborate with other business areas as needed Other duties responsibilities as assigned
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