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Contact Center Operations Manager

Company: DealerPolicy
Location: Roswell
Posted on: January 16, 2022

Job Description:

DescriptionAs the Contact Center Operations Manager will oversee team members responsible for the day-to-day insurance contact center operations and be responsible for ensuring the team delivers service that meets or exceeds goals, while fostering a culture that strives for operational and compliance and service excellence.This role will also e responsible for oversight, developing and maintaining technologies that will help drive growth, increase efficiencies and provide for the highest quality in each of our team members and customer 's experiences.

  • Lead a team responsible for assessing the contact center 's service delivery, accuracy, performance, conformity to company policies and procedures, licensing requirements and overall delivery quality.
  • Work closely with Leadership and internal business partners on devising strategies aimed at improving experience and productivity focused on process standardization, improving current contact center technology and reporting abilities, while maintaining a forward-looking vision to help identify potential opportunities and technologies.
  • Ability to lead, cultivate talent, grow and motivate team while also ensuring efficiency, quality and productivity in daily activities
  • Utilize expertise to answer and troubleshoot technical call center questions or issues, serve as a subject matter expert who can represent solutions, process, and strategy related to contact center technology, architecture, infrastructure, applications, and process while assessing and analyzing impact.
  • Working with team in managing the gathering and analysis of data and formulating recommended courses of action
  • Liaison between business and IT for contact center technology. Manage projects and initiatives around existing technology used within the Contact center operationsRequirements
    • Proven strong leadership, people performance management and coaching skills to build a high performing team while defining clear accountability and expectations
    • Experience in contact center production operations, contact center technologies and contact center strategies
    • Demonstrated ability to analyze, optimize and automate business processes
    • Excellent oral and written communication skills, with the ability to interact effectively with all levels of management
    • Ability to manage employees across multiple locations as well as remote workers
    • Insurance industry experience a plus.
    • Work experience with knowledge of voice, messaging, and email contact center technologies including Intelligent Call Routing, IVR, AI, Call Routing, WFM, ACD, inContact, etc a plusBenefitsDealerPolicy offers a comprehensive Benefits Package, which includes
      • Medical, Dental and Vision Insurance
      • Health Savings Account with company match
      • FSA, Dependent Care FSA and Commuter pre-tax benefit
      • PTO allowance and holidays
      • 401(k) plan with company match
      • Working remotely or Hybrid at Vermont HQ
      • Paid Volunteer HoursPandoLogic. Keywords: Contact Center Manager, Location: Roswell, GA - 30077

Keywords: DealerPolicy, Roswell , Contact Center Operations Manager, Executive , Roswell, Georgia

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