Note: The job is a remote job and is open to candidates in USA. AAA-The Auto Club Group provides membership, travel, insurance, and financial services through its AAA, Meemic, and Fremont brands. The Direct Operations Support Consultant will monitor and improve operational effectiveness in a contact center environment by analyzing data, coordinating with stakeholders, and implementing process improvements. The role will also ensure accurate operational reporting and use analytics to inform business decisions.
Responsibilities
- Review operational data to identify areas for improvement
- Formulate a game plan to address areas needing improvement
- Collaborate with department directors and other stakeholders to implement changes
- Ensure that operational metrics are being tracked and reported accurately
- Identify opportunities for process improvement and work with other departments to implement changes
- Develop and maintain relationships with key stakeholders within the organization
- Monitor the performance of operational activities and adjust as needed
- Use analytics to identify areas for operational improvement and work with other departments to implement changes
- Communicate effectively with senior management and other stakeholders
- Develop and maintain reporting strategies to ensure that operational data is being analyzed and used effectively to inform business decisions
Skills
- Bachelor's degree in business administration, operations management, or a related field
- At least 3 years of experience in contact center operations. Experience in reporting, workforce management, and/or program management within a contact center environment is required
- Strong project management skills
- Experience working in a contact center environment
- Excellent communication and interpersonal skills
- Ability to analyze data and identify trends and patterns
- Experience working with reporting and program management tools and software such as Excel, GCP, Tableau, Power BI
- SQL experience is required
- Familiarity with speech analytics and workforce management tools and techniques
- Experience working in the insurance industry
- Leadership experience preferred
Benefits
- Annual bonus potential based on performance.
- Medical plans with multiple coverage options, including HSA eligibility.
- Prescription drug coverage.
- Dental and vision benefits.
- Employee Assistance Program (confidential support services).
- Company-paid basic life insurance.
- Optional supplemental life insurance and dependent coverage.
- Short-term and long-term disability coverage.
- Critical illness, accident, and pet insurance options.
- 401(k) plan with 3% automatic deferral upon eligibility.
- Company match of 50% on employee contributions up to 6% of pay, payable following the end of the year; immediate vesting.
- Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
- Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment.
- Full-time new employees will receive up to 12 PTO days annually.
- Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day.
- Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays.
- Paid leave programs, including parental, bereavement, jury duty, and military leave.
- Tuition assistance (up to $5,250 annually; 80% covered by AGG).
- Professional certification support with 100% reimbursement for eligible programs.
- Opportunities for career development and advancement.
- Complimentary AAA membership with roadside assistance and travel discounts.
- Adoption assistance program.
- This is a hybrid work arrangement (time spent in the office and remote).
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