Manager, Contact Center Operations

The Contact Center Operations Manager is a critical role in leading the Contact Center Customer Service team. This key contributor leads, develops, and engages a team of leaders to drive exceptional performance for Safelite's customers and clients. The Contact Center Operations Manager reports directly to the Director of Contact Center Operations.

What You'll Get

• Schedule: Monday through Friday (rotating Saturdays)

• Competitive weekly pay and bonus opportunities.

• A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.

• Up to $5,250 annually in tuition reimbursement.

• Paid training and all the tools and resources you'll need to be successful.

• View all our health, wealth and life offerings at www.safelitebenefits.com.

What You'll Do:

• Proactively communicates with the Director of Contact Center Operations on key account performance. Updates the leadership team with potential issues determines issue resolution.

• Analyzes trends and performance data to ensure superior customer satisfaction is delivered to all clients.

• Establishes and monitors supervisory team member's performance against established goals and takes appropriate action when necessary. Ensures a safe and fun work environment.

• Executes various reporting and various operational management including schedules, associate documentation and coaching, client support and more.

• Ensures all contract requirements are met and develops an internal relationship with various Safelite teams to coordinate performance.

• Motivates, engages and develops leaders who create a high performing environment and makes Safelite the best place you'll ever work.

What You'll Need:

• Must reside in one of the following states: NC, AZ, TX, OH, or FL

• Bachelor's degree in business administration or a related field required

• 5+ years' experience with leading and developing high performing teams

• 1+ years' experience with customer service or claims administration

• Ability to lead people and achieve results through others & organize and manage multiple projects

• Experience in assembling and leading high performing teams

This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.

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