POSITION SUMMARY

bswift is currently seeking a Vice President, Call Center Strategy and Solutions to join our growing team. Located in downtown Chicago, bswift offers software and services that streamline benefits, HR 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.

The Vice President, Call Center Strategy and Solutions is responsible for the continuous evolution of our call center service offerings and for working directly with clients and prospects to identify call center solutions to meet specific client requirements.

• Operate as key source of knowledge for bswift call center approach and services.
• Develop and maintain service delivery models to provide direction to Call Center Operations and to provide insights to client prospects. Bring industry leading ideas to identify services bswift should be offering and how to deliver them.
• Collaborate with VP, Call Center Operations and Call Center supervisors to ensure alignment between what we sell and what we deliver.
• Work with sales to understand current call center models of client prospects and to represent existing and future bswift capabilities with the objective of acquiring new call center clients.

Fundamental Components:

• Develop call center site visit strategies to ensure consistent sales delivery and to put bswift call center solutions in the best light possible.
• Drive education and knowledge of call center principles and strategies throughout the sales team and client services teams. Participate in Sales Rally and Service Rally sessions as needed.
• Work with Sales Enablement team to ensure they have correct information in RFP databases.
• Review RFP responses for accuracy and appropriateness in large, fully outsourced deals including call center.
• Support VP Call Center Operations as needed.

The Vice President, Call Center Strategy and Solutions will be located in Chicago, IL. This position reports directly to the Chief Operating Officer. The Vice President will work collaboratively with other executives and management to execute on the strategies and plans of the company in order to achieve excellent customer service and consistent profitable growth. 


Qualifications:

• Experience with cloud based CRMs, dialer systems, agent performance, skill based optimization and workforce management tools
• Must be an exceptional communicator, able to explain bswift's services in an informational, influential, concise, uplifting, and personable manner at all levels of the organization
• Successful manager of talent, with the ability to identify, select, develop, retain and manage a high performing team
• Thrives in a fast-paced environment that relies on the ability to multi-task and balance multiple, competing priorities, yet is still able to balance that energy and drive with sensitivity and compassion
• Works across boundaries easily and effectively, building internal and external relationships in a collaborative fashion
• Detailed knowledge of employee benefits and related technology solutions preferred
• Significant health & welfare client relationship management experience preferred
• Strong customer service orientation
• Excellent verbal and written communication skills

Background

• 10+ years of client relationship and call center experience
• Significant experience with multi-channel service platforms that match right service channel (i.e. Call, chat, portal, text, etc.) for the best value
• Must live within commuting distance to Chicago office
• Willingness to work nights and weekends and travel 20% of time when necessary
• B.A. or B.S. required

BACKGROUND/EXPERIENCE desired:

FUNCTIONAL EXPERIENCES
Administration/Operations 
Leadership 
Management 
Planning 
Customer Service

TECHNOLOGY EXPERIENCES
Call Management 
Desktop Tools 
Telecommunications 
Change Management



EDUCATION

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

ADDITIONAL JOB INFORMATION

bswift is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

bswift is an equal opportunity & 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.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.


Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & 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.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.





Benefit eligibility may vary by position. Click here to review the benefits associated with this position. 





Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.