Kemper is seeking a Director to focus on telephony systems for our Operations and Systems group. This key role impacts the Kemper enterprise and serves a crucial liaison between the technology and business teams.
Identify and implement opportunities to increase effectiveness and efficiency
Oversee the evaluation and analysis of upcoming implementations and ensure successful and smooth transition
Assist with change management activities for operations and communications to internal staff
Drive innovation in cloud-based CCaaS platforms, omnichannel solutions, AI-driven automation and enterprise self-service capabilities
Evaluate emerging contact center technologies to enhance agent productivity, customer experience, and operational efficiency while reducing costs
Leverage data, financial analysis, and innovation to advise, problem solve, and influence decisions and outcomes that align with the strategic priorities
Proactively identifies operational improvements and plans implementations in collaboration with key stakeholders
Engage with executive leadership to report on status and recommend improvements
Provide business support to multiple projects, reviewing project plans and timelines and coordinating projects with internal and external resources
Optimize vendor relationships, including CCaaS providers, telecom carriers, and technology partners, ensuring strong SLAs and cost efficiency
Oversee business implementations and provide thought leadership and plans for strategic initiatives
Collaborate with stakeholders to understand impact, appropriate coordination, gather business requirements and align expectations with results
Provide expertise on call center technologies, call flow design and guidance on operational best practices
Build a high-performing team focused on business analysis consultation and requirements development
Drive a culture of accountability, collaboration, and innovation
7+ years strategic planning and telephony experience
Bachelor's Degree Required. Telecommunications, Information Technology, or a related field preferred
Previous experience managing a team
Proven ability to build and mature professional relationships across a large, multi-faceted organization
Experience with cloud-based telephony platforms (e.g., Amazon Connect, Twilio, or Ring Central)
CTI, IVR, Unified Communications, workforce and vendor management experience
Proven experience with telephony systems architecture, design, and implementation
Background working in the insurance industry
Exceptional problem-solving, critical thinking and decision-making abilities that generate business value and lead to lasting improvements
Ability to work autonomously while keeping appropriate stakeholders updated and aligned
Strong presentation and communication skills
Hands-on experience developing and driving programs or projects with aggressive schedules
Highly analytical and collaborative, with strong negotiation and influencing skills in cross-functional matrixed setting
Qualify for your choice of health and dental plans within your first month
Save for your future with robust 401(k) match, Health Spending Accounts and various retirement plans
Learn and Grow with our Tuition Assistance Program, paid certifications and continuing education programs
Contribute to your community through United Way and volunteer programs
Balance your life with generous paid time off and business casual dress
Get employee discounts for shopping, dining and travel through Kemper Perks