Contact Center Manager

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Direct the operations of the Contact Center and spearhead operational strategy initiatives.

• Propel process enhancements and programs aimed at achieving operational excellence.

• Supervise workforce management, including workforce planning, forecasting, and staffing alignment.

• Oversee relationships with contact center vendors and maintain performance standards.

• Utilize business analytics, reporting, and performance metrics to facilitate data-driven decision-making.

• Lead the assessment and implementation of technology solutions and system improvements for the contact center.

• Collaborate with IT and business leaders to enhance operational effectiveness and service delivery.

• Assist in ensuring operational readiness and scalable solutions that adapt to changing customer and business demands.

⛳️ Requirements

• Minimum of 7 years of experience in contact center operations with increasing responsibilities in operational initiatives, platform management, analytics, operational support, or leadership positions.

• At least 3 years of management or leadership experience.

• Demonstrated leadership experience in the Property & Casualty insurance sector.

• Extensive knowledge of comprehensive insurance operations, enterprise financial metrics, underwriting profitability, expense management, and strategic organizational performance drivers.

• Proficient in using CRM platforms for customer service, sales operations, reporting, workflow management, and performance analytics.

• Experience in leading technology projects and operational implementations within a contact center setting.

• Skilled in analyzing customer, sales, and operational performance data and presenting insights to leadership.

• Bachelor's degree or an equivalent combination of education and experience (preferred).

• Experience in supporting remote contact center operations (preferred).

• Familiarity with workforce forecasting, scheduling, capacity planning, and performance reporting (preferred).

• Experience with Salesforce for customer service, sales operations, reporting, workflow management, and performance analytics (preferred).

• Knowledge of Product Management, including a SAFe Agile development environment.

• Strong financial and business acumen.

• Excellent problem-solving and decision-making abilities.

• Proficient in written and verbal communication.

• Expertise in process improvement and change management.

• Capable of building relationships and managing stakeholders.

• Advanced skills in Microsoft Excel, reporting, and data visualization tools.

• Certified Call Center Manager (CCCM) or a similar contact center certification (preferred).

• SAFe Agile certification (preferred).

• Certified Workforce Management Professional (CWMP) (preferred).

• Preferred locations for employment include Arizona, Colorado, Florida, Idaho, Kansas, Missouri, or Texas.

🏝️ Benefits

• Comprehensive medical and financial benefits.

• Paid time off, which includes vacation, holidays, sick leave, and personal holidays.

• Eligibility for the company’s performance sharing plan.