Jerry · 2 days ago
Senior Manager, CX Operations & Strategy (inbound virtual contact center)
Detroit, MI
Full-time
Remote
Senior Level
Maximize your interview chancesArtificial Intelligence (AI)Auto Insurance
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Responsibilities
Performance Management: Build and maintain a high-performance culture among both onshore and offshore teams by setting ambitious goals, holding our teams accountable to those goals, rewarding top performance, and addressing underperformance quickly.
Hiring, Training & Onboarding: Plan for hiring (onshore and offshore) and work closely with recruiting to bring on high caliber team members. Redesign and enhance onboarding and training programs for onshore and offshore teams, ensuring a comprehensive and well-organized curriculum. Ensure readiness assessments before new hires begin handling customer interactions.
Workflow optimization: Define and own workflow improvements, including the development of offshore teams. Help balance efficiency with customer experience while adhering to licensing requirements.
Systems evaluation: Work with our leadership team to evaluate and improve current systems (e.g. omni-channel solutions and the use of tools like Front and Talkdesk).
Automation: Partner with our automation and app teams to help reduce incoming calls, texts, and requests, contributing to automation goals, and work to understand and improve our chatbot and voicebot performance.
Qualification
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Required
Experience managing a team of 50+ inbound contact center agents in a fast paced, high volume environment
Proven track record of driving team performance indirectly through first-line people managers
Experience making improvements to processes and training to increase team efficiency
Preferred
You have a framework for problem-solving and live by first principles
You set a very high bar for yourself and for your team, and you are constantly pushing that bar higher in your pursuit of excellence
You are comfortable communicating with audiences varying from front-line employees to senior executives
Company
Jerry
Jerry is America's first AllCar™ app. Drivers compare car insurance policies, loans, and repair costs, and get rewarded for safe driving.
Founded in 2017
201-500 employees
H1B Sponsorship
Jerry has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (3)
2021 (4)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
$242MKey Investors
Park West Asset ManagementTriplePoint CapitalGoodwater Capital
2023-08-02Series C· $110M
2022-04-01Debt Financing
2021-08-10Series C· $75M
Leadership Team
Art Agrawal
CEO & Co-Founder
Musawir Shah
Co-Founder and Chief Technology Officer
Company data provided by crunchbase
