Job Description

At American Family Insurance, we believe people are an organizations most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, were committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers dreams in ways never imagined.

American Family Insurance is driven by our customers and employees. Thats why we provide more than just a job we provide opportunity. Whether youre already part of our team in search of a new challenge or new to our company and ready for whats next, youre in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.



Job ID:

R20291 Care Center Sales Operations Manager (Open)

Summary:

The Operations Manager leads a call center with multiple team managers and teams of representatives that sell and/or service company insurance products for new or existing clients through various customer contact channels. They work closely with the director and departmental leadership in developing, implementing, and executing the overall sales or service strategies and plans for these channels. Managers work with team managers to deliver, implement, and support the sales and/or service plans and are responsible for delivering results. They are also responsible for the overall development of contact center teams to ensure the center meets high standards of professionalism and customer service excellence. In addition, managers are responsible for managing external vendors as needed to supplement core contact center operations capacity or capabilities.

This position is a remote (work from home) position.


Job Description:

Primary Accountabilities
Care Center Sales and/or Service Measurement and Results (30%)

* Sets measureable goals for efforts that support the policy sales and service strategy.
* Monitors and analyzes performance of multiple teams. Leads team managers to optimize efficiencies and effectiveness in providing an exceptional sales and service experience and achieving stated goals.
* Collaborates with team managers to adapt and implement programs and tactics to ensure that the sales and service goals are met.

Care Center Sales and/or Service Culture and Practices (25%)

* Ensures that the sales or service practices, behaviors and attitudes (i.e. culture) supports exceptional customer experiences and delivers policy sales and service contact center results.
* Effectively communicates, reinforces and personally demonstrates the practices, behaviors and attitudes of the desired sales and service culture. Leads team managers in implementing and supporting the desired culture.
* Collaborate with team managers to identify barriers to the desired sales and service culture and implement plans to overcome them.
* Champions new practices that support the desired culture.

Care Center Sales and/or Service Strategy (15%)

* Drives an understanding of care center methodology, competitive environment, company strategy, business model and marketing strategy within the Care Center.
* Works closely with the director and department leadership team to develop and implement the sales and/or service call center strategy.
* Uses knowledge of insurance products, coverage, contracts, underwriting, Personal Risk Consultation and pricing to drive sales and/or service plans, programs, tactics and activities that support the overall strategy and plan.
* Manages and leads the team managers in implementing, supporting, and adapting to the call center sales and/or service strategy, plans, programs and tactics.
* Works closely with Policies and Practices, Quality Assurance, Training, and Workforce Management to develop and implement strategies that allow the Care Center to achieve desired results.
* Maintains a high level knowledge of Contact Center Technology and Operations Management.
* Works with department leadership and other divisions/departments to review and adjust strategy to meet goals for profitability, Sales and Service Strategy, and Customer Satisfaction.

Staff Development (15%)

* Collaborate with team managers to identify, assess, and coach to the knowledge, skills and capabilities needed by sales and service teams that will drive success for individuals and the organization.
* Oversees efforts to assess knowledge, skills, capabilities and capacity for the operational teams. Identifies knowledge, skill and capability gaps or opportunities to include sales, service, underwriting, risk consultation, and complex billing needs.
* Coach and develop team managers and provide resources to further develop their knowledge and skills.

Inter-Channel Collaboration and Integration (5%)

* Manages business relationships with leadership of other divisions to ensure a collaborative approach to obtaining desired corporate results (i.e. field sales, internet, claims, etc.).
* Works closely with departmental leadership and collaborates with leaders from other divisions/departments to develop cross-department / cross-division / cross channel strategies and plans for providing exceptional, seamless customer experiences and achieving company goals.
* Drives and implements cross-department / cross-division / cross channel plans that support company goals. Monitors progress and adapts plans as needed to drive operational, departmental, divisional, and organizational results.

Strategies Linked to the Division's Business Goals/Results (5%)

* Establishes, communicates, and implements departmental plans, objectives, and strategies.
* Participates as a member of the Management Team.
* Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision-making.

Management/Leadership for Department or Unit (5%)

* Manages direct reports, systems, and projects to achieve department/unit goals in accordance with Company policies and practices.
* Prepares and analyzes department/unit plans and reports.
* Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
* Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications.
* Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance & development plans.

Education/Licenses/Designations

* Required to pass the state licensing exam for property and casualty producer licenses within 60 days of hire. Property and casualty producer licenses for all operating and/or service states must be obtained within 90 days of hire. Must complete required continuing education credits to maintain state property and casualty producer licenses. Must maintain property and casualty producer licenses for all operating states and/or service states.

Specialized Knowledge and Skills Requirements

* Demonstrated experience providing customer-driven solutions, support or service
* Demonstrated experience in sales or customer service.
* Demonstrated leadership or management experience.
* Solid knowledge and understanding of insurance policies, coverage, contracts, and how insurances contracts meet individual needs for risk management.

Travel Requirements

* This position requires travel up to 50% of the time.



Additional Job Information:

When you work at American Family, you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families.
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