Apply on Employer Site

Group 1001 · 2 months ago

Leader, Contact Center Operations

Zionsville, Indiana

Full-time

Hybrid

Director/Executive

10+ years exp

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance. The Leader of Contact Center Operations is responsible for the strategic oversight and execution of all contact center functions, focusing on delivering a seamless multi-channel customer experience and driving continuous improvement initiatives.

FinanceFinancial ServicesInsurance

Responsibilities

Develops strategic plans to ensure the organization meets established goals

Provides leadership, support, motivation and development to supervisory/management staff

Delivers performance feedback and coaching to supervisory/management team

Develops and reviews performance metrics and reports to create action plans that will ensure performance targets are met through the continuous improvement process

Conducts operational reviews with Senior Leadership at the prescribed frequency

Reviews short- and long-term staffing plans to drive strategic focus of annual planning, quarterly forecasting and daily service level goals

Ensures quality standards, procedures and policies are properly maintained in accordance with regulatory and compliance guidelines

Manages the overall operational budget and effectively manages expenses

Represents the Contact Center on interdisciplinary teams across the larger Group 1001 organization

Partners with product and distribution on new strategic initiatives, such as new products and services in support of the company strategy

Partners with Next-Gen Customer Experience leaders to create easy, effective and efficient service experiences for all stakeholders

Qualification

Contact Center LeadershipFinancial Services ExperienceMultichannel Digital ExperienceOperational Performance MetricsHybrid Workforce ManagementCoaching SkillsCustomer Service CommitmentCritical ThinkingInterpersonal SkillsOrganizational Skills

Required

Bachelor's Degree or experience in lieu of education required

10+ years of function level leadership in an automated contact center required

Demonstrated knowledge and understanding of call/contact center dynamics and operating metrics, including technology and operational performance requirements

Proven critical thinking and decision-making skills

Requires exceptional leadership and proven coaching skills

Excellent interpersonal, management, motivation and analytical skills

Strong commitment to customer service and quality required

Detail oriented with strong organization, presentation and prioritization skills

Preferred

Financial Services experience is required, with insurance/annuities specialization preferred

Leading a multichannel digital experience, e.g., inbound/outbound voice, chat, email, SMS, etc., preferred

Experience successfully leading a hybrid/remote workforce preferred

Benefits

Comprehensive health, dental, and vision insurance plan options

Basic and Supplemental Life Insurance

Short and Long-Term Disability

Employee Assistance Program

Wellness programs

401K plan, with matching contributions by the Company

Company

Group 1001

Group 1001 is a collective that empowers companies to create positive growth. Our insurance and annuities are easy to understand and accessible to all.

Founded in 2013

Zionsville, Indiana, USA

1001-5000 employees