Operations Manager, Customer Contact Center

Hiring: Operations Manager, Customer Contact Center - Remote Position

We are expanding our operations and seeking an innovative, detail oriented, and creative manager to join our team! This person should be eager to work in a fast paced and growing environment. The Operations Manager, Customer Contact Center will oversee the customer contact center daily operations including creating an excellent customer experience, managing customer requests, fielding inbound inquiries, and coordinating with other internal departments as needed.

Duties and Responsibilities:

• Lead and develop team members to provide best in class service to life insurance customers.
• Establish and maintain consistency throughout the organization by communicating customer service best practices to ensure internal controls and customer satisfaction.
• Ensure adherence to service level agreements of quality, productivity, accuracy and maintain and meet monthly targets and expectations.
• Provide strong leadership to mentor, develop, and guide team members to efficiently leverage the potential of every inquiry, verbal and written correspondence.
• Develop strong relationships, team knowledge and effective processes with internal and external business partners and customers through excellent communication and time management.
• Participate in cross – channel, cross – functional, and team projects to facilitate customer opportunities/objectives.
• Accomplish objectives by establishing plans, managing efficiencies and creating results measurements; allocating resources; reviewing progress; making mid-course corrections.
• Build and maintain effective hiring, coaching and retention plans; create a fun and inspiring work environment for all team members.

Other Responsibilities:

• Resolve technical issues through direct communication with IT, Development, and PM teams.
• Partner with Operations Director to plan and implement innovative ways to improve employee and client experience.
• Participate in special projects/assignments as requested.

Required Skills, Abilities and Other Attributes:

• 2+ years previous management experience
• Proficient with technology including Windows, Google Suite, Microsoft Office, phone systems, and more.
• Experience in insurance/financial services preferred
• Strong attention to detail, analytical and problem solving skills, time management, organizational skills, and multi-tasking abilities
• 5+ years of experience in contact center
• Exceptional leader with ability to maintain a positive and professional environment
• Effectively able to work independently and in a team environment
• Expert at resolving difficult, time sensitive, and complex issues effectively
• Excellent verbal and written communication skills

What we offer:

• Paid vacation and PTO
• Equipment provided (Laptop/Headset/Monitor)
• Ability to work from home on a full-time basis anywhere in US
• Paid holidays
• 75% Company contribution for Employee Medical, Dental, Vision benefits

This job description is a summary of the typical functions of the job, and not an exhaustive list. Responsibilities, tasks and duties of the jobholder might differ from those outlined in the job description, and that other duties, as assigned, may be part of the job.

Who we are:

With operations in Canada and the US, Insurance Supermarket Group of Companies, including Specialty Life Insurance. is one of the largest and fastest-growing independently owned Insurance Technology companies in Canada. We offer comprehensive Life Insurance products that help many Canadians with their life insurance needs. Over 250,000 Canadians a year have relied on our advice, and we have provided more than 10 billion dollars in insurance coverage.

Our team of professionals has been proudly helping Canadian consumers with their life insurance needs for over 11 years. Our employees are professional, proactive, passionate, team players and persevere in the face of challenges.

We hire individuals based not only on their expertise, but also on their passion for helping others, and those who live by our core values every day. Our position will appeal to individuals who want to work for an exciting and growing organization and are mature and self-motivated – we look forward to meeting you!