Director, Engagement Center Operations

The above represents the full salary range for this job requisition. Ultimately, in determining your pay and job title, we'll consider your location, education, experience, and other job-related factors, and will fall within the stated range. Your recruiter can share more information about the specific salary range during the hiring process.

Ideal candidates will reside near our Charleston, WV or Columbus Ohio offices, however we may consider candidates who can work remote in any of our approved payroll states.

The role will report to the Assistant Vice President, Engagement Center Operations.

Are you a Referral?

If you know a current Encova Insurance associate and would like to apply as a referral, please encourage them to submit your referral information before you submit your application. You will receive an email with a direct URL link to the Job Posting of interest. Applying through this URL link will create your referral relationship for our Talent Acquisition Team.

Unique residence requirements are listed in each job posting, please review closely for details.

Encova is only able to employ associates who reside and work within specific U.S. states. Our current policies are based on the laws in states in which we are registered for payroll. Our current footprint includes:

Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin.

JOB OBJECTIVE:

The Director, Engagement Center Operations is responsible for aiding in the development and executing the strategic direction provided to the Engagement Center. This role oversees assigned engagement center operations, associate development, quality assurance, training, service delivery, and customer experience strategies across all customer interaction channels.

The Director leads initiatives focused on modernizing the customer experience through the implementation of artificial intelligence (AI), automation technologies, and digital service enhancements. This position is responsible for streamlining customer interactions, increasing first-call resolution rates, improving operational effectiveness, and developing modern performance metrics that drive customer satisfaction, associate engagement, and business results.

This position partners closely with leadership across the organization to align customer service strategies with corporate objectives while fostering a culture of innovation, accountability, and service excellence.

ESSENTIAL FUNCTIONS:

• Develop and execute the strategic vision for the Engagement Center to enhance customer satisfaction, operational performance, and business outcomes.
• Lead and manage customer experience transformation initiatives focused on simplifying and streamlining customer experiences across all communication channels.
• Identify, evaluate and implement the adoption of automation technologies, self-service tools, workflow automation, and digital engagement capabilities and efficiencies that enhance customer and employee experiences.
• Analyze customer interaction data and leverage predictive insights to drive proactive customer service strategies.
• Review system changes and business initiatives to assess operational impacts and implement process modifications as necessary.
• Establish and maintain service standards, operational KPIs, and service-level agreements (SLAs) that drive accountability and performance.
• Develop strategies and operational processes designed to improve First Call Resolution (FCR) and reduce repeat customer contacts.
• Manage escalated customer situations and ensure timely and effective resolution.
• Ensure training programs support evolving business processes, technology enhancements, and customer experience initiatives.
• Oversee quality assurance programs to evaluate customer interactions, service quality, compliance, and operational effectiveness.
• Develop and implement modern customer service performance frameworks focused on customer outcomes, operational efficiency, and employee effectiveness.
• Utilize data analytics and customer insights to drive decision making and recommend process improvements or propose corrective actions.
• Collaborate with the AVP of Customer Service and business leaders to prepare the organization for customer-facing impacts of strategic initiatives.
• Serve on project teams, system implementation efforts, process improvement initiatives, and testing teams.

OTHER FUNCTIONS:

• Lead, develop, and mentor Engagement Center leaders and associates through coaching, performance management, and career development initiatives.
• Oversee the recruitment, onboarding, training, and retention of high-performing customer service professionals.
• Conduct performance reviews and create individual development plans that support employee growth and succession planning.
• Foster a high-performance culture built on accountability, collaboration, innovation, and customer focus.
• Ensure departmental readiness and adaptability to organizational changes and evolving customer needs.

KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor's degree in business, communications, management, or related field preferred.
• Minimum of 7 years of progressive customer service, contact center, or customer experience leadership experience.
• Insurance industry experience strongly preferred, including Personal Lines, Commercial Lines, Workers' Compensation, or related insurance operations.
• Experience leading customer experience transformation initiatives.
• Experience implementing AI, automation, self-service, or digital customer engagement technologies.
• Demonstrated success improving customer satisfaction, operational efficiency, and first-call resolution metrics.
• Experience leading large-scale process improvement or business transformation initiatives.
• Demonstrated ability to influence cross-functional stakeholders, manage complex transformation initiatives, and translate customer and operational insights into enterprise action plans.

This position has been evaluated in accordance with the Americans with Disabilities Act. Encova Insurance makes every effort to reasonably accommodate disabilities to permit performance of the essential functions and candidates who need such accommodation are encouraged to seek it. This description reflects the nature and level of work performed by associates in this position. It is not an all-inclusive inventory of duties, responsibilities and qualifications required. It provides an accurate overview of the work and skills needed to perform this position. Because job content may change from time to time, Encova Insurance reserves the right to add and/or delete functions from this job as it deems necessary for business reasons.

Ready to join our team?
At Encova Insurance, we firmly believe that our associates drive our company's success by delivering unrivaled service to our customers. With success in mind, we make an ongoing effort to provide an environment that offers challenging, stimulating, and financially rewarding opportunities. Join us to discover a work experience where you can learn and grow to your fullest potential.

What you can expect from us

In addition to a competitive compensation package, we offer a comprehensive benefits package designed to support the well-being and growth of our associates. Available benefits (subject to any policy or plan changes) include, but are not limited to:

• Health, Dental & Vision Insurance

• Company-provided life and income protection plans

• Eligibility to participate in a company incentive bonus program

• 401(k) Retirement Plan - 100% company match up to 7% on annual salary

• Paid Time Off, Paid Holidays, and Floating Holidays

• Flexible Work Arrangements - Hybrid and remote depending on the role

We believe that happy, healthy associates are the foundation of great work. Join us and thrive both professionally and personally.

Encova Insurance is an EOE/E-Verify employer.