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Slide · 19 hours ago

Director of Contact Center Operations

Tampa, FL

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Slide is an innovative company driven by passion and technology, seeking a Director of Contact Center Operations. The role involves providing leadership for contact center functions, ensuring operational efficiency, and developing a high-performance culture within the team.

Artificial Intelligence (AI)Financial ServicesInsuranceInsurTechProperty Insurance

Growth Opportunities

Responsibilities

Provide leadership for all Contact Center functions, including operational performance management, process governance, and quality assurance

Oversee end-to-end operational workflows and ensure alignment with enterprise-wide KPIs, service-level objectives, and regulatory requirements

Lead high-level analysis of data from Interaction Analytics, Five9, Workforce Engagement Management (WEM) platforms, and other systems to identify trends and make strategic recommendations

Partner with the VP to set departmental vision, define operational strategies, and drive initiatives that improve customer engagement and overall efficiency

Champion a high-performance culture by leading, mentoring, and developing Contact Center leadership teams, including supervisors, team leader and frontline representatives

Provide subject matter expertise and strategic guidance on telephony platforms, including Five9 and WEM systems, ensuring system effectiveness and alignment with business needs

Collaborate with the Training and Quality Assurance teams to support curriculum development, employee readiness initiatives, and competency evaluations

Interpret and evaluate operational dashboards, performance metrics, and trend analyses to proactively identify challenges and lead corrective action plans

Escalate and resolve complex customer issues while ensuring that service delivery standards remain exceptional

Maintain strict adherence to all regulatory, compliance, and internal policy requirements related to operations and insurance industry standards

Stay current on emerging industry legislation, technologies, and best practices, integrating relevant advancements into the Contact Center’s strategic roadmap

Provide leadership to employees and regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions

Coach, train, and develop employees; set goals and lead to success

Conduct employee interviews and make staffing recommendations, as needed

Perform other duties, as assigned

Qualification

Contact Center LeadershipData AnalysisCall Center SoftwareOperational Performance ManagementRegulatory ComplianceChange ManagementMicrosoft Office 365Interpersonal SkillsOrganizational Skills

Required

Bachelor's degree in Business, Operations, or related field, or equivalent experience

10+ years of progressive contact center or operations leadership experience including setting goals and managing performance

Minimum 5 years' experience using Call Center Software (Ring Central/FIVE9/Verint)

Experience leading large-scale, multi-channel contact center environments in the P&C insurance industry

Strong understanding of regulated customer service environments

Proven ability to lead, inspire, and develop a large, diverse Contact Center team

Demonstrated ability to operate strategically while also managing complex operational demands

Expertise in data analysis, forecasting, and problem-solving using structured data and analytics tools

Ability to effectively present operational results to leadership

Strong change-management skills with the ability to guide teams through evolving requirements, technologies, and processes

Exceptional organizational, planning, and prioritization skills in a fast-paced environment

Excellent interpersonal skills with the ability to professionally interact with teams across departments

Proficient in MSO/365 applications such as Microsoft Teams, SharePoint, Word, Excel, PowerPoint, and Outlook

Proven mathematical and analytical skills

Desire to live Slide's Core Values

Preferred

Industry designations or certifications preferred

Benefits

Comprehensive and affordable benefits package

Lifestyle Spending Account

Company

Slide

Glassdoor4.3

Slide is a technology-enabled insurance company that makes it easy for modern consumers to choose the right coverage for their unique needs and budgets.

Founded in 2021

Tampa, Florida, USA

201-500 employees