Jerry

Compensation

Full Description

Description: • We are looking for a Manager, Contact Center Operations to join our Insurance Operations leadership team and ensure our front-line agents are operating at peak performance. • Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. • Coach and develop agents through structured coaching, clear feedback, and consistent expectations to raise performance. • Own day-to-day execution of sales and/or service teams and translate strategic goals into weekly agent-level plans. • Diagnose root causes of performance issues across people, process, systems or execution and develop action plans to improve inputs. • Partner with product and engineering to identify and implement process improvements and system enhancements using frontline data and insights. Requirements: • 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment • Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance • Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes • Track record of driving performance by managing inputs, not just outcomes • Comfort working across onshore and offshore teams, ideally in a tech-forward environment • Systems thinker who thrives on creating structure and accountability • Track record of elevating performance and handling tough conversations • Brings urgency, clarity, and high standards • Takes full ownership and proactively solves problems • Energized by rolling up sleeves, digging into data, and solving problems at their root • Proactively seeks and values feedback Benefits: • Join a pre-IPO startup with capital, traction and runway ($240M funded | 40X revenue growth in 4 years | $2T market size). • Work closely with brilliant leaders and team mates from companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, a16z, etc. • Disrupt a massive market and take us to a $5B business in the next few years. • Be immersed in a talent-dense environment and greatly accelerate your career growth.