Contact Center Manager

Job Description:

• Lead Contact Center Operations and operational strategy initiatives
• Drive process improvement and operational excellence programs
• Oversee workforce management, workforce planning, forecasting, and staffing alignment
• Manage contact center vendor relationships and performance standards
• Leverage business analytics, reporting, and performance metrics to support data-driven decision-making
• Lead the evaluation and implementation of contact center technology solutions and system enhancements
• Partner with IT and business leaders to improve operational effectiveness and service delivery
• Support operational readiness and scalable solutions that meet evolving customer and business needs

Requirements:

• 7+ years of contact center operations experience with progressive responsibility in operational initiatives, platform management, analytics, operational support, or leadership roles
• 3+ years of management or leadership experience
• Proven Property & Casualty insurance industry leadership experience
• Advanced knowledge of end-to-end insurance operations, enterprise financial metrics, underwriting profitability, expense management, and strategic drivers of organizational performance
• Experience utilizing CRM platforms for customer service, sales operations, reporting, workflow management, and performance analytics
• Experience leading technology projects and operational implementations within a contact center environment
• Experience analyzing customer, sales, and operational performance data and presenting recommendations to leadership
• Bachelor’s degree or equivalent combination of education and experience (preferred)
• Experience supporting remote contact center environments (preferred)
• Experience with workforce forecasting, scheduling, capacity planning, and performance reporting (preferred)
• Experience utilizing Salesforce for customer service, sales operations, reporting, workflow management, and performance analytics (preferred)
• Product Management, including SAFe Agile development environment
• Financial and business acumen
• Problem-solving and decision-making
• Written and verbal communication
• Process improvement and change management
• Relationship building and stakeholder management
• Advanced Microsoft Excel, reporting, and data visualization tools
• Certified Call Center Manager (CCCM) or similar Contact Center certification (preferred)
• SAFe Agile certification (preferred)
• Certified Workforce Management Professional (CWMP) (preferred)
• Preferred hiring/work states include Arizona, Colorado, Florida, Idaho, Kansas, Missouri, or Texas

Benefits:

• Comprehensive medical and financial benefits
• Paid time off, including vacation, holidays, sick leave, and personal holidays
• Eligibility for the company’s performance sharing plan