Senior Manager – Contact Center
| Company | Homesite Group |
|---|---|
| Location | Madison, WI, USA, Phoenix, AZ, USA |
| Salary | $97000 – $164000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- Demonstrated experience providing customer-driven solutions, support, or service.
- Demonstrated experience counseling, consulting and negotiating to guide strategic business decisions across all levels of management.
- Solid knowledge and understanding of insurance products and sales principles.
- Solid knowledge and understanding of profit, growth and retention measures.
- Demonstrated effective leadership experience, including people and project management.
- Solid knowledge and understanding of contact center operations.
Responsibilities
- Creates a collaborative, performance-driven work environment by facilitating and promoting trust, transparency, and inclusion.
- Lead with influence and expertise. Contribute to division or department leadership team. Communicate and support organization mission, vision, values and practices.
- Design a holistic strategy and approach to the growth of the operations department.
- Collaborate with important company partners on the development and operational support of strategies spanning multiple functions.
- Identify strategies used by other companies to understand and lead care center performance. Determine how best to use or adapt these strategies.
- Manage business relationships with business partner leaders to manage the coordinated initiation, evaluation, prioritization, authorization, implementation, and operational functionality of programs supported within the operations center.
- Lead in the planning of various analyses which are used by department leadership to evaluate decision options. Alerts management to risks, issues and opportunities and recommends initiatives to address gaps or opportunities.
- Introduce new projects, manages project status updates and department position on strategy changes.
- Leads expert interpretation of risk management and related reports, sales forecast reports, related financial reports, retention reports and expansion state metrics for impacts to customer or agent operations.
- Manage results and review initiatives to affect desired short and long-term strategies.
- If applicable, reviews underwriting analysis and performance scorecards to identify trends and performance areas of concern.
Preferred Qualifications
- Property and Casualty license is preferred but not required.