Solutions Care Center Manager (Primarily Home)

American Family Insurance • Minneapolis, MN

3d • Hybrid

About The Position

Provide daily work leadership for direct reports to guide customer-focused service solutions for customers (insureds, agents, advisors, clients, or affinity partners). Develop and motivate team, guide implementation of process improvements within team, and ensure the maintenance of a high level of service for customers. May help with other business-driven projects. There are multiple positions available and will report to 2 different Senior Managers. This is a primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles). On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events. If not a current employee, you must reside within 35-50 miles from one of the following offices: Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034.

Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated organizational and communication skills, including the ability to explain complex issues in a clear, understandable manner.
• Demonstrated ability to make complex decisions while balancing all stakeholders.
• Demonstrated experience with coaching, development of others, and process improvement.
• Demonstrated effective experience leading people or projects.
• Demonstrated experience working in a call/care center environment.
• Resident state licensing exam(s) for property and casualty producer licenses within 180 days of hire.
• Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements.

Responsibilities

• Create a collaborative, performance-driven work environment by facilitating and promoting trust, transparency, and inclusion.
• Work with team members to set clear goals, provide feedback, perform performance assessments, and support ongoing development.
• Lead with influence and expertise.
• Contribute to division or department leadership team.
• Communicate and support organization mission, vision, values, policies, and practices.
• Lead, coaches, and develop direct reports by providing work direction to team on processes and procedures related to transaction processing and established consumer experience standards and techniques.
• Provide feedback through performance management practices, ensure employees are developing their skills, promoting both team and individual success.
• Partner to guide staffing selection in interviewing, evaluating, and selecting qualified candidates to fill open positions.
• Assist and coaches direct reports in resolving complex or high priority issues, takes responsibility to resolve issues directly.
• Manage team workload and provide guidance in prioritizing to meet or exceed all assigned goals.
• Participate in and provide subject matter expertise on cross-functional projects and process improvement teams.
• Attend trainings to further develop self.
• Complete other tasks as assigned.

Benefits

• Relocation support is offered for eligible candidates.
• Comprehensive medical, dental, vision and wellbeing benefits
• Competitive 401(k) contribution
• Pension plan
• Annual incentive
• 9 paid holidays
• Paid time off program (23 days accrued annually for full-time employees)
• Student loan repayment program
• Paid-family leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed