Director of Contact Center Operations

Slide Insurance • Tampa, FL

4h

About The Position

At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded! What you will be doing: Provide leadership for all Contact Center functions, including operational performance management, process governance, and quality assurance. Oversee end-to-end operational workflows and ensure alignment with enterprise-wide KPIs, service-level objectives, and regulatory requirements. Lead high-level analysis of data from Interaction Analytics, Five9, Workforce Engagement Management (WEM) platforms, and other systems to identify trends and make strategic recommendations. Partner with the VP to set departmental vision, define operational strategies, and drive initiatives that improve customer engagement and overall efficiency. Champion a high-performance culture by leading, mentoring, and developing Contact Center leadership teams, including supervisors, team leader and frontline representatives. Provide subject matter expertise and strategic guidance on telephony platforms, including Five9 and WEM systems, ensuring system effectiveness and alignment with business needs. Collaborate with the Training and Quality Assurance teams to support curriculum development, employee readiness initiatives, and competency evaluations. Interpret and evaluate operational dashboards, performance metrics, and trend analyses to proactively identify challenges and lead corrective action plans. Escalate and resolve complex customer issues while ensuring that service delivery standards remain exceptional. Maintain strict adherence to all regulatory, compliance, and internal policy requirements related to operations and insurance industry standards. Stay current on emerging industry legislation, technologies, and best practices, integrating relevant advancements into the Contact Center’s strategic roadmap. Provide leadership to employees and regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions. Coach, train, and develop employees; set goals and lead to success. Conduct employee interviews and make staffing recommendations, as needed. Perform other duties, as assigned.

Requirements

• Bachelor’s degree in Business, Operations, or related field, or equivalent experience.
• 10+ years of progressive contact center or operations leadership experience including setting goals and managing performance.
• Minimum 5 years' experience using Call Center Software (Ring Central/FIVE9/Verint).
• Experience leading large-scale, multi-channel contact center environments in the P&C insurance industry.
• Strong understanding of regulated customer service environments.
• Proven ability to lead, inspire, and develop a large, diverse Contact Center team.
• Demonstrated ability to operate strategically while also managing complex operational demands.
• Expertise in data analysis, forecasting, and problem-solving using structured data and analytics tools.
• Ability to effectively present operational results to leadership.
• Strong change-management skills with the ability to guide teams through evolving requirements, technologies, and processes.
• Exceptional organizational, planning, and prioritization skills in a fast-paced environment.
• Excellent interpersonal skills with the ability to professionally interact with teams across departments.
• Proficient in MSO/365 applications such as Microsoft Teams, SharePoint, Word, Excel, PowerPoint, and Outlook. Proven mathematical and analytical skills.
• Desire to live Slide’s Core Values.

Nice To Haves

• Industry designations or certifications preferred.

Responsibilities

• Provide leadership for all Contact Center functions, including operational performance management, process governance, and quality assurance.
• Oversee end-to-end operational workflows and ensure alignment with enterprise-wide KPIs, service-level objectives, and regulatory requirements.
• Lead high-level analysis of data from Interaction Analytics, Five9, Workforce Engagement Management (WEM) platforms, and other systems to identify trends and make strategic recommendations.
• Partner with the VP to set departmental vision, define operational strategies, and drive initiatives that improve customer engagement and overall efficiency.
• Champion a high-performance culture by leading, mentoring, and developing Contact Center leadership teams, including supervisors, team leader and frontline representatives.
• Provide subject matter expertise and strategic guidance on telephony platforms, including Five9 and WEM systems, ensuring system effectiveness and alignment with business needs.
• Collaborate with the Training and Quality Assurance teams to support curriculum development, employee readiness initiatives, and competency evaluations.
• Interpret and evaluate operational dashboards, performance metrics, and trend analyses to proactively identify challenges and lead corrective action plans.
• Escalate and resolve complex customer issues while ensuring that service delivery standards remain exceptional.
• Maintain strict adherence to all regulatory, compliance, and internal policy requirements related to operations and insurance industry standards.
• Stay current on emerging industry legislation, technologies, and best practices, integrating relevant advancements into the Contact Center’s strategic roadmap.
• Provide leadership to employees and regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions.
• Coach, train, and develop employees; set goals and lead to success.
• Conduct employee interviews and make staffing recommendations, as needed.
• Perform other duties, as assigned.

Benefits

• The Slide Vibe - An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology! Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.
• Benefits - Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional. A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you - Health Your Way!
• 2023, 2024 & 2025 BEST PLACE TO WORK - Tampa Bay Business Journal
• 2024 & 2025 TOP WORKPLACE - Tampa Bay Times (Local) &
• 2024 TOP WORKPLACE - USA Today (National)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees