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General Manager - Contact Center Operations

Company: HGI Homesite Group Incorporated
Location: Akron
Posted on: January 16, 2022

Job Description:

Homesite Insurance was founded in 1997 and was one of the first companies to enable customers to purchase home insurance directly online, during a single visit. Since then, we've continued to innovate rapidly to meet the needs of our customers and their changing expectations.One thing that's stayed the same since our founding: our commitment to our customers, partners and employees.Join us on our journey as we continue to grow into a powerful contender in the field of insurance.Compensation may vary based on the job level and your geographic work location.Compensation Minimum:$76,000Compensation Maximum:$150,000The Solutions Manager role is to lead and execute the Contact Center success strategy for the Solutions Contact Center Operation to deliver quantified results. Leads and develops a high performing team of Customer Solutions leaders and agents. The Customer Solutions Manager will drive success through leading a dynamic engagement culture and committed talent development at all levels. The Customer Solutions Manager will have demonstrated ability to lead with integrity and building trust throughout all levels of the organization. Exceptional opportunity for an experienced strategic, results oriented leader to provide vision, leadership, and management for Contact Centers. Collaborates with fundamental stakeholders to improve the customer and employee experience.Responsibilities:

  • People Leadership
    • Work closely with the leadership team to refine and improve multiple areas including: recruitment, employee engagement, management coaching; performance management & development and change management.
    • Effectively recruits and coaches leaders while ensuring ongoing skill development and career pathing opportunities occur for agents.
    • Instills customer focus throughout contact centers and ensure agents understand the value we place on service in the customer experience.
    • Coach, counsel and train direct and indirect reports to apply, support, and sustain a Continuous Improvement culture.
    • Collaborate across the organization to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce.
    • Business Leadership
      • Drives operational excellence across the contact center solutions/service operation; for all products home/auto/life/commercial.
      • Builds understanding and awareness of product and growth strategies and assess contact center impact and readiness to support these initiatives.
      • Effectively and proactively manages to Contact Center KPI s and targets
      • Partners with key stakeholders to ensure a seamless customer experience across all channels. Create ease of doing business through solutions that put us ahead of the competition.
      • Contributes to and supports Continuous Improvement projects based on evaluating operational and financial data and qualitative analysis based on observation and discussion; supported by cost/benefit forecasts.
      • Able to use data to understand current and future state of the contact center operation.
      • Works with Workforce Management, Quality Assurance, and Knowledge Content Team, Contact Center Trainers and Corporate Learning & Development to monitor trends and patterns in business and team performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement.When you work at Homesite you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns at Homesite are eligible for the paid time off program. Contingent workers are not eligible for American Family Enterprise benefits.Stay connected: Join Our Enterprise !

Keywords: HGI Homesite Group Incorporated, Akron , General Manager - Contact Center Operations, Executive , Akron, Ohio

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