Director, Contact Center Operations & Strategy - job 1 of 5

As the Director of Contact Center Operations & Strategy at Jerry, you will oversee a team of around 50 insurance agents both onshore and offshore. Your key responsibilities will include optimizing workflows, enhancing customer interactions, conducting performance management, and ensuring the successful integration of advanced technology solutions. You'll also be tasked with establishing a high-performance culture that drives operational efficiency and customer satisfaction, playing a crucial role in our growth strategy.

To be considered for the position of Director, Contact Center Operations & Strategy at Jerry, candidates should have significant experience managing a large inbound contact center team in fast-paced environments. Ideal candidates should possess proven leadership skills, a track record of improving operational processes, and experience with training and onboarding high-caliber teams. Strong communication skills and a strategic mindset are also essential for effectively collaborating with various stakeholders.

At Jerry, we prioritize employee development and support through a vibrant, inclusive culture that encourages collaboration and continuous learning. As the Director, Contact Center Operations & Strategy, you will benefit from working in a talent-dense environment alongside brilliant individuals. We offer training programs, mentorship opportunities, and a strong emphasis on goal-setting to help you thrive in your role and accelerate your career trajectory.

The Director, Contact Center Operations & Strategy at Jerry holds a critical position that greatly influences the company's growth from 5 million to 50 million customers. By driving operational improvements and spearheading the implementation of cutting-edge technology such as GenAI, you'll directly impact key metrics like customer satisfaction and operational cost efficiency, ultimately helping Jerry establish itself as a leader in the car ownership space.

Jerry fosters a dynamic and collaborative company culture where innovation and passion are at the core. Employees in the Director, Contact Center Operations & Strategy role will find themselves in a supportive environment, working alongside talented peers who are eager to tackle real-world problems. We celebrate diversity, encourage openness, and value continuous improvement, making it an exciting place to grow your career.

In answering this question, you should highlight your previous experience leading teams, emphasizing your leadership style, performance management strategies, and examples of how you've driven improvements in efficiency and customer satisfaction. Mention any specific metrics you've influenced positively and how this experience prepares you for the Director position at Jerry.

When discussing workflow optimization, focus on your analytical skills and methodology. Describe how you assess current processes, identify bottlenecks, and implement solutions. It’s important to share specific instances where your initiatives led to measurable improvements in operational efficacy and overall customer satisfaction.

Share your philosophy on performance management, including setting clear expectations, regularly assessing team performance, and creating a feedback-rich environment. Provide examples of how you've motivated teams and recognized top achievers while addressing underperformance effectively.

Emphasize the importance of leveraging technology for automating processes and enhancing customer interactions. Discuss your experience with tools like GenAI, chatbot systems, and omni-channel solutions, including how they can streamline operations and improve service delivery in a contact center environment.

Approach this question by outlining your conflict resolution style. Discuss how you promote open communication, foster mutual respect among team members, and mediate disputes to reach a productive resolution. Give real-life examples of conflicts you've navigated successfully.

When answering, detail the training structure you developed, including needs assessment, curriculum design, and the results it produced. Highlight how this program addressed specific skills gaps within the team, drove performance improvements, and ensured that new team members were equipped to provide excellent customer service.

Discuss how you utilize data and customer feedback to make informed decisions that balance operational efficiency with high-quality service. Highlight specific examples where you have successfully implemented changes that improved efficiency without compromising the customer experience.

Your response should cover key performance indicators such as customer satisfaction, operational cost per customer, response time, and resolution rates. Elaborate on how you interpret these metrics and use them to drive strategic decision-making as the Director at Jerry.

Provide an example where you identified a process that needed improvement, the steps you took to revamp it, and the positive outcomes that followed. Use this opportunity to demonstrate your problem-solving skills and relentless pursuit of operational excellence.

Reflect on industry trends such as the rise of automation, balancing human touch with technology, and meeting increasing customer expectations. Articulate your thoughts on how these challenges can be addressed, particularly in the context of Jerry's growth and commitment to enhancing customer experience.