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California Casualty
California Casualty
501 – 1000 Zaposleni
B2CZavarovanje
California Casualty is a U.S.-based insurer offering auto, home, renters, and other personal property and casualty coverage. Its insurance programs focus on affinity relationships, with tailored offerings for educators, law enforcement officers, firefighters, and other public servants. The company serves individuals and families with insurance protection and risk management services.
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Delovna mesta v podjetju

Senior Contact Center Operations Manager

Lead California Casualty’s insurance contact center operations, improving workforce planning, analytics, and technology. Advance service quality, operational readiness, and customer experience.

USZdružene države AmerikeAZArizonaCOKoloradoFLFloridaIDIdahoKSKansasMOMisuriTXTeksas
123.815 $ – 165.110 $ / leto
Na daljavoPolni delovni časSeniorVodjaZahtevani Jezik: angleščinaPredstavnik klicnega centra

Opis

  • Oversee contact center operations and operational strategy.
  • Lead process improvement and operational excellence initiatives.
  • Manage workforce planning, forecasting, and staffing alignment.
  • Direct vendor relationships and contact center performance standards.
  • Use analytics, reporting, and performance metrics to guide decisions.
  • Evaluate and implement contact center technologies and system enhancements.
  • Work with IT and business leaders to strengthen operational effectiveness and service delivery.
  • Support operational readiness and scalable solutions for evolving customer and business needs.

Zahteve

  • Bring at least 7 years of progressively responsible contact center operations experience across operational initiatives, platform management, analytics, support, or leadership.
  • Have at least 3 years of management or leadership experience.
  • Demonstrate leadership experience in the Property and Casualty insurance industry.
  • Know end-to-end insurance operations, enterprise financial metrics, underwriting profitability, expense management, and key drivers of organizational performance.
  • Have used CRM platforms for customer service, sales operations, reporting, workflow management, and performance analytics.
  • Have led technology projects and operational implementations in a contact center.
  • Analyze customer, sales, and operational performance data and present recommendations to leadership.
  • Bachelor’s degree or an equivalent combination of education and experience preferred.
  • Experience supporting remote contact centers preferred.
  • Experience with workforce forecasting, scheduling, capacity planning, and performance reporting preferred.
  • Salesforce experience in customer service, sales operations, reporting, workflow management, and performance analytics preferred.
  • Knowledge of product management, including work in a SAFe Agile development environment.
  • Financial and business acumen.
  • Problem-solving and decision-making skills.
  • Strong written and verbal communication skills.
  • Process improvement and change management skills.
  • Relationship-building and stakeholder management skills.
  • Advanced Microsoft Excel skills and familiarity with reporting and data visualization tools.
  • Certified Call Center Manager (CCCM) or a similar contact center certification preferred.
  • SAFe Agile certification preferred.
  • Certified Workforce Management Professional (CWMP) credential preferred.
  • Preferred hiring states are Arizona, Colorado, Florida, Idaho, Kansas, Missouri, and Texas.

Ugodnosti

  • Comprehensive medical and financial benefits.
  • Paid vacation, holidays, sick leave, and personal holidays.
  • Eligible to participate in the company’s performance sharing plan.

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