Operations Manager

Job Summary:At Bamboo Insurance, one of our many strengths is delivering a superior experience to our customers and business partners. Our exceptional people and state of the art technology help us accomplish our goals every day. To continue delivering at a high level, we're seeking a dedicated and experienced individual to join our team as an Operations Manager over our call center. In this role, you will be responsible for overseeing the day-to-day operations of our call center, ensuring smooth and efficient functioning of all call center processes.Supervisory Responsibilities: Team Lead(s)DutiesResponsibilities:Manage and supervise a team of call center team leads and agents, including hiring, training, and performance evaluation.Monitor call center performance metrics and implement strategies to improve efficiency and productivity.Develop and implement call center policies, procedures, and resources to ensure quality customer service.Handle escalated customer complaints and provide solutions in a timely and efficient manner.Collaborate with other departments to ensure seamless communication and coordination.Analyze call center data to identify trends and opportunities for improvement.Stay up to date with industry trends and best practices to enhance call center operations.Manage the coaching and development of direct reports to support the department's growth and scalability.Required SkillsAbilities: Strong people management skill set: Hiring, training, supervision, coaching, mentoring, and developing top talent.Strong analytical and problem-solving abilities.Proficiency in call center software and CRM systems.Strong knowledge of customer service principles and practices.Excellent interpersonal, written, and verbal communication skills.Ability to establish rapport, credibility, trust, and positive relationships with direct reports, including those working remotely.Familiarity with omni-channel operations structure that interacts with customers through different touchpoints.Ability to effectively plan and prioritize work activities.Ability to work with standard office technology, including Microsoft Office Suite.Familiarity with using third party vendors to complete business functions.Facilitate an environment that encourages and develops new ideas from employees and management peers.Required Education and Experience:Bachelor's degree in related field or equivalent experience.Proven experience in call center management, with at least 5 years of experience in a similar role.Supervisory experience, managing a team of at least two direct reports in a customer servicecall center setting.Preferred Experience:Currently hold (or willing to obtain) a Utah P&C insurance license.Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.Salary: the salary range for this role is $60,000 to $80,000. Candidate's skills, experience and abilities will be taken into consideration for final offer.Bamboo is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.

Created: 2025-02-21