Senior Manager, Contact Center (Hybrid)

Position Compensation Range:

Pay Rate Type:

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Creates a collaborative, performance-driven work environment by facilitating and promoting trust, transparency, and inclusion. Work with team members to set clear goals, provide feedback, perform performance assessments, and support ongoing development.
• Lead with influence and expertise. Contribute to division or department leadership team. Communicate and support organization mission, vision, values and practices.
• Design a holistic strategy and approach to the growth of the operations department.
• Collaborate with important company partners on the development and operational support of strategies spanning multiple functions.
• Identify strategies used by other companies to understand and lead care center performance. Determine how best to use or adapt these strategies.
• Manage business relationships with business partner leaders to manage the coordinated initiation, evaluation, prioritization, authorization, implementation, and operational functionality of programs supported within the operations center.
• Lead in the planning of various analyses which are used by department leadership to evaluate decision options. Alerts management to risks, issues and opportunities and recommends initiatives to address gaps or opportunities.
• Introduce new projects, manages project status updates and department position on strategy changes.
• Leads expert interpretation of risk management and related reports, sales forecast reports, related financial reports, retention reports and expansion state metrics for impacts to customer or agent operations.
• Manage results and review initiatives to affect desired short and long-term strategies.
• If applicable, reviews underwriting analysis and performance scorecards to identify trends and performance areas of concern.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support, or service.
• Demonstrated experience counseling, consulting and negotiating to guide strategic business decisions across all levels of management.
• Solid knowledge and understanding of insurance products and sales principles.
• Solid knowledge and understanding of profit, growth and retention measures.
• Demonstrated effective leadership experience, including people and project management.
• Solid knowledge and understanding of contact center operations.

Licenses

• Property and Casualty license is preferred but not required

Travel Requirements

• Up to 25%.

Physical Requirements

• Work that involves sitting/standing.

Working Conditions

• Not applicable.

• Offer to selected candidate will be made contingent on the results of applicable background checks

• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

• Sponsorship will not be considered for this position unless specified in the posting

• In this hybrid role, you will be expected to work a minimum of 10 days per month from the office. Candidates should reside within approximately 50 miles of one of the following office locations: Madison, WI 53783; Phoenix, AZ 85034
• Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

#LI-Hybrid

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide 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, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.