Operations Manager

JOB DESCRIPTION

AGENCY SERVICES CONTACT CENTER OPERATIONS MANAGER

Position Overview:

The Contact Center Operations Manager is responsible for leading and managing the daily operations of our customer service call center teams, including direct supervision of a team of supervisors.

You will work closely with the contact center leadership team to ensure consistency in service delivery, operational processes, and performance standards across all teams.

A critical aspect of this role is overseeing real-time management of call center dashboards and queues, monitoring service levels, and making necessary staffing adjustments to ensure optimal coverage and customer satisfaction.

The ideal candidate will possess strong analytical skills and demonstrated experience in interpreting operational data to drive immediate, effective decisions.

This role oversees both in-office and remote staff, ensuring high performance and alignment with Chubb's strategic goals.

Key Responsibilities:


* Call Center Operations & Leadership
+ Oversee the day-to-day operations of the customer service call center, ensuring efficient handling of inbound and outbound customer interactions.
+ Directly manage and mentor a team of supervisors, ensuring they are equipped to lead their respective teams effectively.
+ Monitor call center dashboards and queues in real time, proactively identifying trends, bottlenecks, and service level risks.
+ Review and interpret operational data and key metrics to make immediate staffing adjustments-such as reallocating resources, adjusting schedules, or activating contingency plans-to maintain service level agreements (SLAs) and minimize customer wait times.
+ Work closely with the contact center leadership team to ensure consistency in policies, procedures, and performance expectations across all teams.
+ Collaborate with department managers and leaders to manage operational costs, staffing levels, and expense monitoring.
+ Provide recommendations for process improvements and staffing allocations to enhance service delivery and productivity.


* Supervisor and Staff Development
+ Lead, coach, and develop supervisors and their teams, fostering a culture of innovation, accountability, and continuous improvement.
+ Administer performance reviews, set clear goals, and provide ongoing feedback and development plans for supervisors and direct reports.
+ Promote cross-training and skill development by partnering with trainers to implement comprehensive training programs.
+ Serve as a role model, promoting Chubb's values and encouraging creativity and initiative.


* Service Excellence
+ Ensure delivery of high-quality customer service by working closely with supervisors, underwriters, marketing, and other business partners.
+ Respond to and implement workflows for ad hoc requests, special projects, and support for...