Executive Director – Contact Center

🔥 13 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $136.9k - $204.5k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Trustmark

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1913

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Trustmark is a benefits company that provides voluntary insurance products—including life, accident, critical illness, disability, and hospital coverage—alongside small-business level-funded health solutions and employer wellness services through its HealthFitness division. With more than 100 years of experience, Trustmark serves individuals, employers, brokers and providers, emphasizing personalized service, community involvement, and financial strength (AM Best A rating).

📋 Description

• Lead the strategic direction, execution, and continuous improvement of the VB contact center function • Design, implement, and maintain a structured contact center operating model with workflows, service standards, escalation paths, quality expectations, metrics, reporting cadence, and manager accountability • Build scalable customer service capabilities supporting new product introductions while maintaining service levels and customer satisfaction • Own contact center metrics and performance dashboards, including call volume, handling time, hold time, service levels, abandoned calls, productivity, quality, customer satisfaction, and schedule adherence • Lead organizational change related to processes, reporting tools, performance expectations, staffing models, technology, and service delivery standards • Establish performance expectations for managers and teams and drive coaching, accountability, and operational discipline • Partner with senior leadership and cross-functional teams on automation, process improvement, system enhancements, and customer experience improvements • Create and refine staffing models, capacity planning, budget recommendations, and resource allocation strategies • Develop action plans addressing performance gaps, inefficiencies, service-level risks, training needs, and process inconsistencies • Establish policies, procedures, internal controls, and operational standards supporting regulatory and company compliance, including ICFR-related processes where applicable • Provide financial stewardship through budget development, expense management, workforce planning, vendor oversight, and cost optimization • Foster accountability, professionalism, continuous improvement, customer focus, data-driven decision-making, and leadership ownership • Establish objective performance scorecards and reporting mechanisms • Lead hiring, performance evaluation, talent development, succession planning, and corrective action processes for direct reports and leadership team members • Perform other duties as assigned

🎯 Requirements

• Bachelor’s Degree and 12+ years of related experience OR High School Diploma or GED with 14+ years of related experience • Experience in a high-volume, multi-channel contact center environment • Strong business judgment and ability to use data to identify trends, diagnose operational issues, and recommend effective solutions • Strong analytical skills with the ability to interpret data, develop insights, and translate findings into actionable business plans • Experience working closely with executive leadership • Preferred: Experience leading teams of 150+ employees • Preferred: Experience implementing contact center technologies, automation, or AI-enabled solutions • Preferred: Experience leading large-scale operational, process, and organizational transformation initiatives

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • Life insurance • Flexible Spending Account (FSA) • Health Savings Account (HSA) • 401(k) plan • Employee Assistance Program • Back-up Care for Children, Adults and Elders • Health and wellness initiatives • Wellness program enabling employees to participate in health initiatives to reduce insurance premiums • Bonus eligibility