The Operations Manager will, in partnership with the leadership team, manage the daily operation of our Operations teams. Work directly with Operations leadership team to continually enhance and develop staff customer service skills while creating efficiencies to improve service and productivity.  Provide recommendations to Operations management on process improvements and staffing allocations. Provide leadership and guidance to further develop the knowledge, productivity, and customer service skills of the staff. Manage in office and remote staff.

Responsibilities include: 

Oversee the development and implementation of branch strategies, goals and objectives in support of Operations profitability and growth initiatives. Work in conjunction with department manager and leaders to determine operational costs, assisting with the implementation and monitoring of staffing and expenses.  Provide recommendations to department on process improvement and staffing allocations.  Reporting to the department manager, you will work directly with all supervisors, leadership team, underwriters and marketing to establish and continually improve upon the delivery of support services.  Provide coaching, development and feedback to your team encouraging them to reach their full potential. Provide technical expertise regarding specific question, issues, or projects. Guide the development and implementation of solutions/improvements and effectively removes obstacles.  Initiate proposals to management regarding the improvement in the quality and/or efficiency of the functions performed within the department.  Provide leadership, development, coaching, and serves as a role model for the staff. Promote creativity and innovation. Provide vision, direction, and establish goals and development plans. Administer performance reviews for direct reports and provide ongoing feedback regarding performance.  Actively participate in training and development programs as needed. Drive the contact center cross-training initiative by partnering with our trainers and mapping out a comprehensive training plan. Responsible for responding to and implementing workflows to ad hoc requests for information from all business partners (underwriting/marketing), special projects, and assisting others units.

Competency Skills:

Prior supervisory experience required; contact center experience a plusCustomer service focusEffective communication skills (verbal and written)Oversee contact center and back-office business units to support our agent partnersAbility to demonstrate leadership and effectively collaborate with internal and external business partners Adaptable to change management - recognize opportunities to endorse enhancements that support the evolution of our contact center, Operations goals and growth Ability to interact with all staff members and produce positive business resultsEvaluate service standards, metrics, and processes to support our business objectivesAbility to develop and coach staffAbility to think strategicallyAbility to utilize a variety of analytical techniques to solve problems Ability to effectively manage and motivate staff Strong organizational skills and ability to perform and supervise various activities concurrentlyAbility to independently plan, manage and complete all aspects of assigned projects delegating takes when necessary. Strong time management skills 

Technical Skills:

Demonstrated proficiency in Microsoft Suite: Word, Power point, Excel and AccessBachelor's Degree or equivalent work experience in customer service and/or supervision required.