Call Center Operations Manager

| Greater LA Area
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Voted as one of the Best Places to Work, and one of the fastest-growing tech companies!

SmartFinancial.com is a leading insurance technology company working on building tools to make insurance better, simpler, and more effective.

We are looking for an experienced Call Center Operations Manager to join our team! As the Call Center Manager, you will be responsible for planning and implementing strategies and operations of our call center. You will ensure system and process functionality and productivity. Ensures the volume of work produced meets product/service standards and exceeds quality standards. In this role you will help recruit, develop and manage a motivated, effective team including supervisors, team leaders, and associates. You will also establish program directions that support corporate goals as well as allow for team growth.

Duties and Responsibilities:

  • Full scale management of the call center team, including efficient training, coaching, recognition, motivating and encouraging agents through positive communication and feedback.
  • Performance Management including, maintaining production levels, staffing and capacity levels, continuous monitoring of performance and producing performance reviews as established by the VP of Insurance Operations.
  • Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses and managing system and process improvement.
  • Solid understanding of and experience with contact center technologies such as cloud based contact center solutions (Chasedata, Convoso, Five9), IVR, Workforce Management, Reporting, etc. as well as typical contact center performance metrics and improvement initiatives.
  • Analyze dialer-output data to identify potential problems and issues. Create and update dialing campaigns, filters, list strategies, and reports.
  • Direct involvement in recruitment, selection, onboarding and ongoing skills development for all direct reports, ensuring SmartFinancial attracts and retains the best talent.
  • Must be able to work effectively with staff and teams across multiple distributed locations.
  • Lead, inspire and coordinate contact center operations management team at all levels to create motivated and engaged employees.
  • Contribute to the overall success and growth of the organization.
Requirements:
  • Minimum of 5 years of management experience in a contact center environment. (Managing remote teams is a plus.)
  • You have a Bachelor’s Degree. Experience demonstrating strong knowledge of leadership and professional development to assign direct reports.
  • Significant outbound contact center management experience including operations, performance metrics, continuous improvement, and process excellence. 
  • You have, or will commit to gaining, a strong understanding of the insurance business.
  • You have excellent verbal and written communication skills required.
  • You have people leadership and team building skills.
  • You have a track record of being consistent and detail oriented, with strong analytical capabilities.
  • Flexible with an ability to adapt to a continually evolving environment.
  • Ability to interact effectively with all levels in the organization.

What We Offer:

  • Competitive Compensation and Performance Bonuses
  • 401k with Company Match
  • Stock Options
  • Health Insurance
  • Employee Referral Bonus
  • Extensive Paid Product training
  • Daily/Weekly cash giveaways
  • Advancement opportunities - we promote within
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Location

We are located in a fun, lively, neighborhood near restaurants, cafes, and entertainment venues. Plus, we're just a hop, skip and jump to the beach.

An Insider's view of SmartFinancial

How does your team reward individual success?

Our employees have meaningful career paths and can chart their own path. We are a rapidly growing company, and with growth comes opportunity. I began as an Account Manager and I am now Director of the Account Management team, mentoring and developing a team of world class Account Managers who bring the value we deliver our clients to new levels.

Neil

Director of Account Management

What does your typical day look like?

My typical day consists of managing marketing campaigns for insurance agents and delivering success to our clients. I identify products that help clients maximize their investment. Each client receives a customized game plan that is best suited for their individual goals. I love collaborating with them and hearing client success stories!

Erika

Account Executive Team Lead

What makes someone successful on your team?

Our team members are the most important part of the company. Each individual brings a unique set of skills and personality traits that makes the company stronger. The balance of self-determination and willingness to support the team is the key to making a new member successful at SmartFinancial.

Kevin

Product Manager

What are SmartFinancial Perks + Benefits

Culture
Volunteer in local community
We offer all employees one day per year to volunteer in the comunity.
Partners with Nonprofits
We have partnered with homeless shelters, food banks, toys for tots, disease advocacy groups and health and wellness organizations, contributing time and resources to their efforts.
Friends outside of work
Eat lunch together
Intracompany committees
We have intracompany committees focused on coordinating events and activities for our employees.
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
We seek out diversity of background and value it at SmartFinancial.
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
We continuously seek additional and nontraditional sources of candidates to ensure a diverse workforce.
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
SmartFinancial's team fitness initiatives include In-office yoga.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
SmartFinancial provides employees with a 401(k) matching plan and we match 50% of contributions up to 6% of an employee's annual gross pay.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
SmartFinancial provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Restricted work hours
Company sponsored family events
SmartFinancial sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Generous PTO
SmartFinancial employees receive between 8 and 15 days per year of paid time off based on years of service.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
SmartFinancial hosts company outings Quarterly.
Game Room
Our game room includes Ping Pong, Video Games, Darts and Cornhole.
Some Meals Provided
Employees get free lunch on Friday.
Happy Hours
Happy hours are hosted on occasion .
Parking
We offer employees free on-site garage parking.
Pet Friendly
SmartFinancial's pet policy is occasional bring your pet to work days.
Professional Development Benefits
Job Training & Conferences
SmartFinancial offers employees professional development opportunities like onsite training courses, the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
SmartFinancial hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Paid industry certifications
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