Sr Manager Contact Center Business operation

DXC Technology • Nashville, TN

82d

About The Position

The position involves leading process improvement initiatives and managing daily operations with a focus on achieving efficiency and compliance. The role requires supervising and mentoring a team of managers, senior analysts, and analysts, while collaborating with cross-functional teams to enhance and streamline business processes. The candidate will analyze data and performance metrics to identify areas for improvement and ensure that the team meets or exceeds performance targets and quality standards. Additionally, participation in budget planning and resource allocation is expected, along with regular reporting on process performance and improvements. The role also contributes to the development of strategic process-related plans.

Requirements

• Bachelor's degree in a relevant field or equivalent combination of education and experience.
• Typically, 8+ years of relevant work experience in the Insurance industry, with a minimum of 3+ years in a similar role as Sr Manager Contact Center Business operation.
• Proven experience in business process transactions in Contact Center operation.
• Proficiencies in business process management and optimization.
• A continuous learner that stays abreast with industry knowledge and technology.

Nice To Haves

• Advanced degree in a relevant field a plus.
• Relevant certifications (e.g., Six Sigma, PMP) or significant relevant work experience a plus.

Responsibilities

• Lead process improvement initiatives and manage daily operations, focusing on achieving efficiency and compliance.
• Supervise and mentor a team of managers, senior analysts, and analysts.
• Collaborate with cross-functional teams to enhance and streamline business processes.
• Analyze data and performance metrics to identify areas for improvement.
• Ensure that the team meets or exceeds performance targets and quality standards.
• Participate in budget planning and resource allocation.
• Report regularly on process performance and improvements.
• Contribute to the development of strategic process-related plans.

What This Job Offers

• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees