Senior Manager, Contact Center Operations & Strategy - job 1 of 4

As a Senior Manager, Contact Center Operations & Strategy at Jerry, your main responsibilities will include overseeing the performance of both onshore and offshore teams, which consists of about 50 insurance agents. You will be expected to optimize workflows, implement improvements to processes, evaluate systems, and enhance training programs. Additionally, you’ll align your strategies with our broader mission to improve customer satisfaction and efficiency as we grow our customer base.

To be considered for the Senior Manager, Contact Center Operations & Strategy role at Jerry, you should have significant experience managing contact center teams, particularly with 50+ inbound agents in a high-volume environment. Proven skills in process improvement, team performance management, and a solid understanding of automation technologies are essential. Ideal candidates will also demonstrate effective communication skills and possess a problem-solving orientation.

At Jerry, high performance in Contact Center Operations is driven by setting ambitious goals for team members and offering a framework that supports accountability and recognition for top performances. The Senior Manager in this role will be pivotal in maintaining a culture of excellence, ensuring continuous training, and optimizing workflows that result in better customer experiences and operational efficiencies.

The career growth potential for a Senior Manager, Contact Center Operations & Strategy at Jerry is exceptional, given the fast-paced environment of a pre-IPO startup with a clear trajectory toward becoming a $5B company. You’ll be part of a talent-dense workplace and have opportunities for leadership and professional development as the company expands its customer base and operational capabilities.

In your role as a Senior Manager, Contact Center Operations & Strategy at Jerry, you’ll work with a variety of technologies. This includes omni-channel solutions, customer engagement tools such as Front and Talkdesk, and automation technologies including GenAI chatbot and voicebot systems. You'll be involved in evaluating and optimizing these technologies to enhance both operational efficiency and customer engagement.

To improve customer satisfaction, I would start by analyzing current performance metrics and customer feedback. Identifying trends in customer complaints and areas for improvement would guide targeted training for agents. Additionally, implementing a robust quality assurance program to monitor interactions and collect feedback would ensure continuous improvement and alignment with customer expectations.

My management style centers around empowerment and accountability. I believe in setting clear expectations and providing the necessary support to my team. By fostering a high-performance culture that rewards achievements, I can motivate agents to excel in their roles, ultimately benefiting the overall efficiency and performance of the contact center.

To optimize workflows, I would conduct a thorough analysis of existing processes and identify bottlenecks. Engaging team members for feedback and implementing agile methodologies would be pivotal in creating a more streamlined operation. Additionally, leveraging automation tools for repetitive tasks can free up agents to focus on complex customer interactions, enhancing overall productivity.

Critical metrics for managing contact center operations include Customer Satisfaction Score (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR). These metrics provide insights into how effectively the team is meeting customer needs and highlight areas that may require improvement. Balancing operational cost with quality service is also essential for sustainable growth.

When dealing with underperformance, I believe in first understanding the root of the issue through open communication. I would hold one-on-one meetings to discuss performance concerns, gather feedback, and collaboratively develop an improvement plan with clear milestones. Providing additional training or resources may also be necessary to support the affected individual.

In a previous position, I led a project to redesign the onboarding process for new agents that significantly reduced ramp-up time. This involved creating targeted training modules and leveraging simulation technology for real-world scenarios. As a result, new agent efficiency improved by 30%, leading to better customer experience and faster resolution times.

I would analyze existing customer interactions to identify areas where technology could reduce human effort without compromising service quality. Integrating AI-driven chatbots for initial inquiries can streamline processes and allow agents to focus on more complex interactions. Regularly reviewing the effectiveness of these technologies would ensure we adapt to evolving customer needs.

I have significant experience working with offshore teams and have learned that clear communication and cultural understanding are crucial. I prioritize regular check-ins, clearly define expectations, and create a shared success culture. Utilizing project management tools can help maintain transparency and efficiency across different time zones.

Motivation in a fast-paced environment stems from recognition and growth opportunities. I encourage a feedback-rich culture where achievements are celebrated. Additionally, I focus on career development paths for team members, offering training and resources to enhance their skills, which resonates well in such dynamic settings.

Jerry's innovation and focus on automating car ownership experiences set it apart from traditional companies. The integration of AI technology not only enhances our customer service but liberates agents to engage in more meaningful interactions. This groundbreaking approach to customer care and operational efficiency is key to our dynamic growth and positive employee culture.