Contact Center Director (REMOTE)

Homesite Insurance was founded in 1997 and was one of the first companies to enable customers to purchase home insurance directly online, during a single visit. Since then, we've continued to innovate rapidly to meet the needs of our customers and their changing expectations. One thing that's stayed the same since our founding: our commitment to our customers, partners and employees. Join us on our journey as we continue to grow into a powerful contender in the field of insurance. Compensation may vary based on the job level and your geographic work location. Compensation Minimum:$123,000 Compensation Maximum:$210,000 The Solutions Director role is to lead and execute all aspects of the Contact Center strategy to enable the Solutions Operation to deliver quantified results. Solutions Director will have responsibility to develop and lead a high performing team of Solutions leaders and agents. The Solutions Director will have a demonstrated ability to lead with integrity and build trust throughout all levels of the organization to drive results. Exceptional opportunity for an experienced strategic, results oriented leader to provide vision, strategy, and leadership to drive performance in Solutions in the Homesite Call Center. Solutions Director will also be responsible for collaborating with fundamental stakeholders across American Family Direct to improve the results along with the customer and employee experience. Responsibilities: People Leadership Work closely with the leadership team to refine and improve multiple areas including: recruitment, employee engagement, management coaching; performance management & development and change management. Effectively communicate the Homesite value proposition to all employees Effectively recruits and coaches’ managers while ensuring ongoing skill development and career pathing opportunities occur for all employee in the Solutions Organization. Instills customer focus throughout Contact Centers and ensure leaders and agents understand the value we place on the consultative Solutions process and the customer experience. Coach, counsel, and train direct and indirect reports to apply, support, and sustain a continuous improvement culture. Collaborate across the organization and AFD to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce. Business Leadership Develop, execute, and oversee strategies and plans to achieve set business targets and key KPI’s for Homesite Contact Center. Responsible for Solutions P&L and meeting annual targets Drive operational excellence across the contact center Solutions organization; for all lines of business. Builds understanding and awareness of product and growth strategies and assess contact center impact and readiness to support these initiatives for core products. Partners with key stakeholders to ensure a seamless customer experience across all channels. Drives and builds culture of data driven decision to continuously improve results Contributes to and supports continuous improvement projects based on evaluating operational and financial data and qualitative analysis based on observation and discussion; supported by cost/benefit forecasts. Works with Workforce Management, Quality Assurance, and Knowledge Content Team, Contact Center Trainers and Corporate Learning & Development to monitor trends and patterns in business and team performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement. #LI-Remote When you work at Homesite you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns at Homesite are eligible for the paid time off program. Contingent workers are not eligible for American Family Enterprise benefits. Stay connected: Join Our Enterprise Talent Community! Homesite is an insurance company that's big on technology. Finding faster and smarter methods of improving how people buy insurance is our jam. Our crew is made up of talented and passionate professionals who aren't afraid to push the envelope. When you work at Homesite, you'll have the opportunity to pursue your creative ideas in an environment that welcomes them. Join our team as we shake up the world of insurance! Sign up for our Enterprise Talent Community to receive updates on the latest job opportunities at all American Family Enterprise companies.