Snapsheet
We make Insurance simple, for everyone.
Chicago, IL

Senior Operations Manager - Contact Center

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As a Senior Operations Manager, you are a focused and high-energy contributor who understands the impact of phenomenal customer service on how an organization's contact center is perceived. You use your exceptional leadership skills to build and develop contact center managers or supervisors for success, and to influence your peers and senior leaders. Through accountability, coaching, and an impeccable model of customer success, you drive your teams to new heights. You have a passion for identifying gaps and bridging them with your knowledge of process, metrics, and customer experience.

As a Senior Operations Manager at Snapsheet, you perform exceptionally in a highly dynamic, rapidly changing environment. You are responsible for multiple aspects of customer facing contact center operations, with a significant emphasis on driving operational KPIs, process improvements, innovation, and employee development. Your commitment to excellence is demonstrated through enhancing employee engagement and quality of service. You are a strong manager capable of maximizing resources, driving results, and inspiring your team to go above and beyond the call of duty.

Sound like you? Keep reading for more detail.

Responsibilities

  • Oversee day-to-day Customer Care Operations for Snapsheet’s contact center
  • Drive functional success across multiple teams
  • Create a positive team environment with high expectations surrounding performance and quality
  • Develop, execute, and monitor performance metrics to drive accountability in line with Snapsheet’s goals and objectives
  • Manage and develop manager-level direct reports through continuous feedback and competencies
  • Build highly adaptable teams within an ever-evolving environment
  • Oversee hiring of new team members as needed, including forecasting and determining future needs
  • Work cross-functionally with Quality, Training, and Technology liason teams to help improve our workflow, client, product, and agent feedback loops
  • Facilitate cross-functional projects and solutions for complex areas of opportunity
  • Adhere to, communicate, and enforce all company policies and best practices, leading by example
  • Embody Snapsheet culture by bringing personality and energy to work every day

Qualifications

  • 5+ years of relevant work experience in the contact center industry; operations, consulting, or vendor strategy and management
  • Experience developing and leading supervisor or manager level employees
  • An inherent passion for customer service and experience
  • Thorough knowledge of current contact center technology
  • Leadership level planning, analytical, interpersonal, and communication skills
  • Expertise in contact center KPIs, ensuring customer satisfaction, and reporting statistical performance levels to large groups and executives; high level of proficiency in Excel
  • Full life cycle people-management experience
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What are Snapsheet Perks + Benefits

Snapsheet Benefits Overview

Snapsheet promotes employees’ well-being with competitive compensation and benefits packages that include generous paid time-off, flexible scheduling, remote opportunities, parental leave and a 401K match program. Through Snapsheet’s annual company survey, we are able to keep a pulse on the benefits most important to employees and pivot where needed.

Culture
Volunteer in local community
Snapsheet hosts and participates in charitable events and volunteer opportunities throughout the year. In addition, each employee can take a day to give back to their community in their own way.
Partners with nonprofits
Snapsheet partners with Non Profits such as Gift Giving with Hunter Perkins Elementary School for the holiday season, Make-A-Wish Walk For Wishes and local Food Drives.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Employee awards
Flexible work schedule
Our core hours are 9:00 AM CT - 5:00 PM CT, but we understand that things happen and encourage our employees to chat with their manager to allow for flexibility.
Remote work program
Our estimators and estimating managers work from home all across the country. At HQ, employees have the opportunity to work from home if it makes sense for their role/team.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FSA allows you to save up to 30% on your eligible healthcare and/or dependent care expenses every year.
Disability insurance
Employees can elect to enroll in Voluntary Life Insurance, Short Term Disability and/or Long Term Disability.
Dental insurance
Snapsheet offers a free dental plan along with a more robust paid plan.
Vision insurance
Snapsheet offers a free vision plan along with a more robust paid plan.
Health insurance
Snapsheet offers two PPO plans and an HMO through BCBS. Additional offerings include domestic partner coverage and up to 6 infertility treatments.
Life insurance
Wellness programs
Annually we offer a wellness week as a jumpstart for employees to make healthy choices in their everyday life. Employees can catch some vitamin D on our beautiful rooftop or relax in our nap room.
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
Our 401(K) plan offers a broad selection of stocks, bonds and international index funds to choose from as well as Target Date Funds for those who prefer a simplified, age-based investment solution.
401(K) matching
Snapsheet will match 100% of the first 3% of compensation and 50% of the next 2% of compensation. For example, if an employee contributes 5% of their salary they will receive a 4% match from Snapsheet
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Our Baby On Board Program includes a nesting work from home period, paid parental leave, and a flex back period to help return from leave.
Family medical leave
Snapsheet offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Return-to-work program post parental leave
Our Baby On Board Program includes a nesting work from home period, paid parental leave, and a flex back period to help return from leave.
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Exempt employees have unlimited vacation time so they can take as many days as they need, providing it is approved by their manager.
Generous PTO
Non-exempt employees start with 10 days of paid time until they reach their 1-year anniversary when it increases to 15 days. At year 3, employees are eligible for 18 days of PTO.
Paid volunteer time
Each employee receives an extra day to take the time to give back to their community.
Paid holidays
Snapsheet offers employees 7.5 days of holiday pay to observe all major holidays.
Paid sick days
Snapsheet offers 7.5 sick days to employees.
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Snapsheet offers pre-tax transit and parking benefits including Ventra, Metra, and ParkChek Pre-Tax Programs. We also provide discount parking with Parkwhiz.
Company-sponsored outings
We believe it’s important to take time out to celebrate as a team, whether it be quarterly team outings, the company-wide summer picnic or the annual holiday party.
Free snacks and drinks
Snapsheet has two fully stocked kitchens including unlimited snacks, cereal, coffee, tea, soda and of course la croix.
Some meals provided
Company-sponsored happy hours
Snapsheet has weekly happy hours every Friday. Employees are encouraged to head into the kitchen to enjoy chatting with their coworkers over a beer or glass of wine.
Recreational clubs
Snapsheet sponsors office sport leagues year round including bowling, kickball, and beach volleyball.
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Our new in-building gym is available to employees before, after, and during work. The gym offers top-notch equipment and a variety of workout classes from yoga to kick-boxing.
Professional Development Benefits
Job training & conferences
Snapsheet offers a wide range of training programs to all employees including management and leadership development.
Lunch and learns
At monthly Snippets we deep dive into each department, quarterly town-halls keep everyone in the know, and breakfasts with execs allow employees a chance to ask questions to leadership in small groups
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

Additional Perks + Benefits

At Snapsheet, we keep our perks & benefits useful and simple because what matters most to us is creating a work environment where our people feel empowered to create, build and innovate. We think the biggest perk to working at Snapsheet is that cultivating an inclusive and supportive work environment for all is our top priority. At Snapsheet we have made a commitment, The Snapsheet Promise, to “create a working culture that respects the differences among colleagues and encourages individuals to contribute their best within an environment that is inclusive, open, flexible and fair….” We launched the Snapsheet Promise with an executive workshop for managers and an Unconscious Bias training for employees. To ensure everyone has a say in Diversity & Inclusion, Snapsheet created an employee run D&I Committee, which develops and drives initiatives to educate, celebrate and recognize employees from all walks of life.

Every single employee is encouraged to contribute to Snapsheet’s future. We give employees the tools to make an impact from sharing ideas at breakfasts with Executives, to living values that urge action and creativity, employees take pride in knowing they make an impact.

We promote employees’ well-being with competitive compensation and benefits packages that include generous paid time-off, flexible scheduling, remote opportunities, parental leave and a 401K match program. Through our annual company survey, we keep a pulse on the benefits most important to employees and pivot where needed. We foster a team-oriented community by offering various social opportunities.

The spirit of hard work and empathy go beyond the walls of the office, as our Community Outreach Committee drives initiatives that positively impact local and global communities. From an annual canned food drive, to a company bike-a-thon to support autism research, we encourage employees to volunteer on a regular basis. Beyond the local community, we developed a partnership with Ignite, sending three employees to a developing country every year to give employees experiences that blend cultural immersion, community engagement and adventure.

At Snapsheet we believe that no matter the process, it can be improved until it makes life easier. Through a supportive work environment and philanthropic outreach, we will continue working to make the world better - starting from inside the office.

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