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Supervisor of Operational Excellence

2 months ago

Fremont, Michigan, United States Western & Southern Life Full time

Overview:

Oversee a team of associates dedicated to delivering coaching, feedback, and guidance through onboarding processes and call escalations, supporting contact center representatives via digital and telephonic channels. This role is crucial for proactively utilizing data gathered from these interactions. Conduct trend analysis to pinpoint efficiencies and enhance workflows that affect both customer and employee experiences. Regularly collaborate with Contact Center and Operational Senior Leadership to present insights and suggestions aimed at prioritizing key initiatives that drive operational excellence. Manage sensitive legal matters impacting customers, requiring decisive action and confidence in escalation protocols.

Key Responsibilities:

Optimization & Operational Excellence

  • Analyze and implement optimization strategies to enhance processes, aiming to improve operational efficiencies, quality, and service, which ultimately enhance customer and employee experiences while delivering savings in operational excellence.
  • Conduct comprehensive analyses, utilizing data from various sources to identify trends, highlight areas for improvement, formulate solution proposals, and present recommendations to multiple business units, including senior leadership.
  • Facilitate the execution of multiple projects and initiatives concurrently by collaborating with Contact Center and Operations Senior Leadership to refine business processes.
  • Engage and coordinate with subject matter experts and cross-functional teams to gather insights and implement changes that drive key performance indicators, introducing new processes through documentation, tools, and training coordination to support adoption.

Customer Experience & Decision Quality

  • Serve as the primary liaison between the Contact Center, Legal/Compliance, and Operations departments. Guide appropriate call escalation processes and manage sensitive legal situations, overseeing fraud and complaint escalation procedures.
  • Act as a subject matter expert for leaders and contact center agents, overseeing the new associate nesting process, including internal training procedures, materials, and mentoring practices.
  • Lead the Senior Quality team responsible for ensuring the quality of customer interactions and business processes between the Contact Center and other departments. Utilize data from various reporting channels to develop, plan, and guide Senior Consultants in coaching agents and associates for enhanced performance and behaviors.
  • Foster a culture of wellness and continuous improvement, motivating team members to enhance personal and team performance while demonstrating strong quality acumen. Effectively drive and implement changes.
  • Perform other assigned duties as necessary.

Qualifications:

  • Highly detail-oriented with the ability to track and manage multiple data points.
  • Proven track record of achieving results through diverse teams and collaboration across various departments.
  • Demonstrated ability to manage change positively.
  • Self-directed and highly motivated individual.
  • Ability to thrive in a fast-paced environment.
  • Strong prioritization skills.
  • Proficient in computer skills with troubleshooting capabilities.
  • Excellent verbal and written communication skills.
  • Analytical thinker with a solid understanding of technical concepts and problem-solving.
  • Ability to comprehend, educate, and enforce relevant policies and procedures.
  • Experience in Financial Services or Contact Center environments is advantageous.
  • Knowledge of the insurance industry is a plus.
  • 3-5 years of supervisory experience demonstrating effective management, commitment, motivation, and coaching of others.

Work Environment:

  • This position is based in an office setting, requiring prolonged periods of sitting while working at a desk, using a computer, or participating in meetings.
  • Significant movement of wrists, hands, and fingers is necessary for continuous computer work.

Educational Background:

  • Bachelor's degree preferred or equivalent work experience.

Technical Skills Required:

  • Advanced proficiency in PC, data entry, and word processing software.
  • Experience with Microsoft Suite (Excel, Teams, Skype, Word) and customer database platforms is required.
  • Ability to navigate multiple systems simultaneously with speed and efficiency.

Certifications & Licenses:

  • Must possess an active Life and Health state insurance agent license.
  • Must maintain multi-state licenses to ensure compliance with occupancy levels.
  • LOMA designations or equivalent qualifications are considered a plus.

Position Requirements:

  • Ability to work a flexible schedule, including evenings, weekends, and some company holidays on a rotational basis.
  • Travel requirements are minimal, less than 10%, which may involve occasional overnight trips for special projects.