Leader, Contact Center Operations

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Why This Role Matters:

The Leader of Contact Center Operations is accountable for the strategic oversight, development, and execution of all contact center functions, with a focus on delivering a seamless multi-channel customer experience. This leader is responsible for shaping and implementing the vision for contact center technology capabilities, ensuring integration and optimization across voice, digital, and emerging channels. This role encompasses ownership of business outcomes through collaboration with workforce optimization, quality management, and training, while leading a management team of six direct reports focused on day-to-day execution.

Core responsibilities include continuous improvement initiatives to elevate customer experience outcomes by leveraging data-driven insights and industry best practices. The Leader provides strategic direction for recruitment, coaching, and staff development, while fostering a culture of excellence, engagement, and high performance. The position requires proactive leadership in the adoption and integration of new technologies, ensuring the contact center remains agile and responsive to evolving customer needs.

Success in this role is measured by the ability to deliver high-quality, efficient services that consistently meet or exceed Service Level Agreements (SLAs), optimize resource utilization, and achieve key performance metrics. The Leader is a key contributor to organizational operational targets and plays an integral role in daily business decisions impacting customer service delivery.

The Leader collaborates closely with Leadership across Operational Excellence, Human Resources, Learning and Development, Information Technology, Product, Legal, Compliance, and Distribution, serving as the function leader and primary representative for the contact center.

How You'll Contribute:

• Develops strategic plans to ensure the organization meets established goals.
• Provides leadership, support, motivation and development to supervisory/management staff.
• Delivers performance feedback and coaching to supervisory/management team.
• Develops and reviews performance metrics and reports to create action plans that will ensure performance targets are met through the continuous improvement process.
• Conducts operational reviews with Senior Leadership at the prescribed frequency.
• Reviews short- and long-term staffing plans to drive strategic focus of annual planning, quarterly forecasting and daily service level goals.
• Ensures quality standards, procedures and policies are properly maintained in accordance with regulatory and compliance guidelines.
• Manages the overall operational budget and effectively manages expenses.
• Represents the Contact Center on interdisciplinary teams across the larger Group 1001 organization.
• Partners with product and distribution on new strategic initiatives, such as new products and services in support of the company strategy.
• Partners with Next-Gen Customer Experience leaders to create easy, effective and efficient service experiences for all stakeholders.

What We're Looking For:

• Bachelor's Degree or experience in lieu of education required.
• 10+ years of function level leadership in an automated contact center required.
• Financial Services experience is required, with insurance/annuities specialization preferred.
• Demonstrated knowledge and understanding of call/contact center dynamics and operating metrics, including technology and operational performance requirements.
• Leading a multichannel digital experience, e.g., inbound/outbound voice, chat, email, SMS, etc., preferred
• Experience successfully leading a hybrid/remote workforce preferred.
• Proven critical thinking and decision-making skills. 
• Requires exceptional leadership and proven coaching skills.
• Excellent interpersonal, management, motivation and analytical skills. 
• Strong commitment to customer service and quality required. 
• Detail oriented with strong organization, presentation and prioritization skills.

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.  Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.  Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

 

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

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