VP, Operations
Crum & Forster
full-time
Posted on:
Location Type: Remote
Location: Remote • Connecticut, Florida • 🇺🇸 United States
Visit company websiteSalary
💰 $200,000 - $250,000 per year
Job Level
Lead
About the role
- Oversee and lead Call Center, Claims and Quality Assurance operational departments and functions.
- Direct and lead an engaged workforce including customer experience, workforce planning, training and performance management.
- Provide coaching and mentorship to staff to foster talent and grow the organization.
- Collaborate cross functionally with Sales, Account Management, Marketing, Product Management, Underwriting, Strategy, PMO, Continuous Improvement, IT, Compliance, HR/Training, and other teams to achieve goals.
- Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
- Skillfully develop and manage relationships with external clients and partners.
- Drive excellence in key service performance metrics, including ASA, abandonment rates, quality service scores, first call resolution, sales conversion and call center satisfaction.
- Support strategic initiatives of the business as well as the larger corporate quality assurance, internal and external audit and compliance obligations.
Requirements
- A bachelor’s degree is required
- 15+ years of progressive experience in Operations Management roles including: Contact Center; Claims; Quality Assurance and Vendor Management.
- 10+ years of experience in people management, which includes leadership of leaders.
- Experience with financial management principles, including budgeting, cost control, and revenue generation.
- Experience in managing operational expenses while ensuring financial responsibility and achieving profitability targets.
- In-depth knowledge and experience in call center operations, including call management, queue management, and call routing strategies.
- Understanding of contact center metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA), and Customer Satisfaction (CSAT).
- Familiarity with call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and Computer Telephony Integration (CTI).
- Proficiency in workforce management principles and tools to optimize staffing levels, scheduling, and forecasting.
- Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements.
Benefits
- Competitive compensation package
- Generous 401K employer match
- Employee Stock Purchase plan with employer matching
- Generous Paid Time Off
- Excellent benefits that go beyond health, dental & vision.
- Programs focused on your family’s wellness, including physical, mental and financial wellbeing.
- Tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path.
- Dynamic, ambitious, fun and exciting work environment.
- Social and community responsibility initiatives.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operations managementfinancial managementdata analysiscall center operationsworkforce managementbudgetingcost controlrevenue generationperformance managementquality assurance
Soft skills
leadershipcoachingmentorshipcollaborationrelationship managementstrategic thinkingcommunicationengagementproblem-solvingtalent development