Operations Manager - Customer Care

Responsibilities

Description

• Recruit, select, lead, develop and motivate the client services (US Insurance Solutions) team.
• Develop a staff that works together to meet business strategies.
• Create an environment that values others contributions and inspires trust and respect among team members.
• Disseminate information regarding decisions, plans, initiatives and activities.
• Participate in decision making and allow others to influence decisions. Provide the leadership, resources and motivation needed to achieve goals.
• Monitor and manage department budget, staffing and organizational plans.
• Identify, establish and achieve contact center and division goals.
• Identify, monitor and communicate contact center results and trends with upper management.
• Establish and maintain effective working relationships with staff throughout the company in order to identify and understand the units we support or potentially support.
• Participate as a US Insurance Solutions subject matter expert and provide guidance to business partners.
• Provide leadership in boards, committees, or working groups as needed.
• Actively participate in projects that involve contact center expertise and may cross business units.
• Perform other job-related duties or special projects as required.
  
  

Qualifications

• Bachelors degree or equivalent work experience
• Proven experience (6-8 years) as a contact center professional including at least 5 years in a Managerial role
• Knowledge of contact center best practices required
• Strong leadership, change management, collaboration and relationship building skills required
• Must have negotiation, verbal and written communication, and analytical and problem-solving skills
• Ability to think outside the box to consider options to best match workforce to workload to meet
  
  

enterprise and business unit goals and objectives

Additional Information

Experience Principal

At Principal, we value connecting on both a personal and professional level. Together, were imagining a more purpose-led future for financial services - and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our emploees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values, and benefits.

Equal Employment Opportunity (EEO)

Employment decisions at the Company are based on legitimate job-related criteria. All personnel actions or programs that affect qualified individuals, such as employment, upgrading, demotion, transfer, recruitment, advertising, termination, rate of pay or other forms of compensation, and selection for training, are made without discrimination based upon the individuals sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by law.

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