VP, Contact Center (P&C) at Clearcover

| Chicago | Remote
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Our Value Proposition: Clearcover is a venture-backed technology start-up disrupting the trillion dollar legacy insurance market. We’ve focused on building products that create confident, happy customers - and we’re flourishing. We believe in putting our people first, paying them well and working together to solve tough problems. If you’d like a high-growth opportunity with an award-winning company, let’s chat.

What is the role? 
Our VP, Contact Center (Insurance P&C) will be responsible for the strategic planning and execution of all customer and agent support contact strategies. This position will be responsible for customer interactions that occur when customers opt out of the mobile or online sales or service flow. In addition, this position will be responsible for leading a team that provides sales and service support for licensed insurance agents that sell Clearcover’s products.  Job responsibilities include workforce planning, quality management, IVR solution & analytics. The role will include direct leadership and management of inbound, outbound, chat and all vendors performing contact services on behalf of the company. The VP, Contact Center (Insurance P&C) will be responsible for building and expanding Clearcover’s contact centers, currently located in Chicago, Phoenix and Sacramento. 

Core duties include management of key processes for the continuous improvement of the customer and agent experience. Tactical emphasis placed on quality management, productivity goals, workforce planning, and staffing, recruiting, coaching and training. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service quality, cross knowledge building, hard and soft skill building, and team member retention.

Success is measured by the organization's ability to optimize the net promoter score results of customers and agents that interact with Clearcover through our contact centers. This role will work closely with Clearcover’s product leadership to develop technical product solutions that optimize the customer experience between online and offline interactions based on customer preference. 

What will you do?

  • Develop strategic key performance indicators and tactical plans; provide leadership to ensure the organization meets these established goals.
  • Lead, motivate and develop management staff in assigned operational areas. Build a shared commitment to improving business performance, and develop both individual and team capabilities.
  • Partner with Human Resources to coordinate employee relations activities to ensure a proactive, participatory, and engaged workplace environment exists.
  • Review performance metrics, reports and develop action plans to ensure performance targets are met through the continuous improvement process. Conduct monthly operational reviews with Clearcover’s executive team. 
  • Ensure that quality standards, procedures and policies are properly maintained in accordance with regulatory, and compliance guidelines.
  • Oversee the vendor relationships of our contact center solutions and effectively manage vendor expenses.
  • Partner with technical product and IT Teams in developing new products, services & processes in support of Clearcover’s customer and agent engagement strategy.
  • Utilize quantitative data to drive business decisions and demonstrate measurable value added to the organization.
  • Maintain Customer Advocate Schedule with assistance from Sales & Service Manager and Team Leads to ensure proper coverage for customer interactions
  • Review and enhance our business continuity plan and maintain service levels even during unexpected events and critical situations.

What do you need?

  • P&C Insurance Experience 
  • Experience building and expanding contact centers usually associated with 10+ years of experience in managing customer contact centers. 
  • Financial Services, Insurance Industry, Financial Technology space experience preferred, with experience leading a management team.
  • Knowledge and understanding of call/contact center dynamics and operating metrics, including technology and operational performance requirements.
  • Strong commitment to customer service and quality required.
  • Experience working with technical product teams to optimize customer and agent interactions
  • Demonstrated ability to work cross-functionally in ambiguous situations to solve complex problems and improve quality and customer experience.
  • Communicates recommendations to management/senior business leaders through effective written and verbal communication.
  • Results-driven, detail oriented, highly organized, self-motivated and self-managed leader with a strong ownership mentality.
  • Ability to manage change & timelines, prioritize and multi-task in a very fast-paced environment.
  • Ability developing employee leadership skills, evaluating performance and managing performance related issues. 
  • Ability to obtain and maintain a Property & Casualty Producer  license as required
  • Familiarity with CRM & support systems and practices

But wait, there’s more:

As a people-first company, your health and well-being is a priority at Clearcover. While we do offer medical (and cover the vast majority of the premium), dental, vision (and cover 100% of those premiums) and 401K (we contribute 3% even if you contribute nothing), we’ve curated a stack of perks and benefits that stretch beyond the expected. With over half of our employees remote to the Chicago HQ office, we paved the way for flexible work locations and continue to offer this flexibility. Our people also have access to unlimited vacation, monthly mental health workshops, discounted gym memberships, equity in the company and an annual bonus program. Plus, if Clearcover is available in your state, you could have access to an employee discount on auto-insurance! Excited to learn more? Complete the application below!

Clearcover is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

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Technology we use

  • Engineering
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases

Location

33 W Monroe, Chicago, IL 60603

What are Clearcover Perks + Benefits

Clearcover Benefits Overview

Clearcover offers a comprehensive benefits package along with a number of perks in an effort to support our employees and their families. We work to align our perks with our core values and empower our employees to balance work and their personal lives.

Culture
Volunteer in local community
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Clearcover covers 100% of the employee's dental benefits.
Vision Benefits
Clearcover covers 100% of the employee's vision benefits.
Health Insurance Benefits
Clearcover's health insurance plan is with United Healthcare with a range of plans including PPO, HDHP and HSA. If you elect an HSA, we cover your out-of-pocket deductible as an HSA contribution.
Life Insurance
Clearcover offers voluntary life insurance.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Virtual yoga classes offered twice per week!
Mental Health Benefits
Monthly Mental Health Workshops 1:1 Counseling sessions with a LCSW Live, virtual yoga, 3 x week Unlimited vacation Meeting-free Fridays Access to supportive mental health community in Slack
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Clearcover provides employees with a 401(k) contribution of 3% of an employee's annual gross pay.
Company Equity
Performance Bonus
Annual bonus based upon company performance
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent Care FSA allows you to put away pre-tax dollars towards daycare expenses for dependents under the age of 13.
Generous Parental Leave
Clearcover offers parental leave for new parents after birth or adoption of a child. Full-time employees that have been employed for six months are eligible for six weeks of paid Parental Leave.
Flexible Work Schedule
Clearcover has flexible start and end times based upon your position and your team.
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions, as well as work flexible remote work for most position.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave. Other policies apply to those here less than 12 months.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive 5 paid sick days each year.
Perks & Discounts
Casual Dress
Commuter Benefits
Clearcover's offers Commuter Benefits, employees can save an average of 30 percent off their commute by contributing pre-tax dollars.
Company Outings
Clearcover celebrates company wins by organizing quarterly outings to a variety of places like the Escape Room, Punchbowl Social and Bounce.
Game Room
Clearcover's game room includes a state-of-the-art ping pong table, custom Nerf gun wall and a Pop-a-Shot to let employees enjoy breaks between work.
Stocked Kitchen
We send snack boxes monthly since we are virtual.
Home Office Stipend for Remote Employees
We offer a one-time $250 stipend to set up your work from home office. Use this for anything that will support your work from home arrangement.
Professional Development Benefits
Job Training & Conferences
Clearcover offers a stipend to each employee to invest as they choose in their own professional development.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

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