Description

Director of Omnichannel Contact Center Operations

Achieve your Max potential at A-MAX! A-MAX Auto Insurance has been growing exponentially for the last 20 years. This privately owned company gives you the opportunity to have a voice and directly impact change within the organization. Our fast-growing and innovative company is looking for a Director of Omnichannel Contact Center Operations to join our Corporate Family, located in Dallas, Texas. This role can be remote.

This role will lead the multi-state online sales team. This team is responsible for virtual customers connections, such as: phone, chat, and web leads. This leader must be tech savvy and analytical with experience managing a remote team.

We value the strong individual competencies that everyone brings to the table and are committed to your individual growth and advancement. We are looking for eager and energetic candidates that have confidence, drive, ambition, and want to build a rewarding career. We want A-MAX Auto Insurance to be your employer of choice!!! We have a culture that values diversity, growth, respect and integrity.

Responsibilities:

• This person will lead a wide range of projects including to help execute organizational initiatives such as product launch strategies, communications plans, onboarding and CRM optimization, platform and process pilots and more
• Understand market conditions, pricing, seasonality, and carrier differences at a state level
• Implement cross-selling strategies with various teams
• Coach and mentor sales and service managers, while providing insight to help keep team engagement and increase sales
• Accurately track success and growth opportunities through a Customer Relationship Management (CRM) tool.
• Work side-by-side with Customer Success team to provide strategic insight and leadership across marketing, communications, creative and direct/digital media 
• Develop detailed multi-channel contact strategies and tactics with an emphasis on customer engagement and lifetime value 
• Analyze Client consumer/customer experience and develop ideas for optimization 
• Work with internal teams as needed to execute direct and digital strategies/campaigns; Coordinate key initiatives with other Data teams
• Help create audience intelligence reports, data dashboards and trend updates, lead periodic reviews and generate actionable insights & recommendations 
• Create competitive team and agent level goals and compensation plans
• Interact in dynamic, team-based work environment to support company goals, help meet agency expectations and develop strategic, analytic, and interpersonal skills

Qualifications

Job Qualifications

• Bachelor’s degree in business, Finance, Marketing or related field preferred 
• 5 years of direct sales and service operations experience
• 5 years of experience using a CRM, along with proficiency in reporting and dashboards and the ability to interpret data and present findings to senior executives
• Intermediate Excel and PowerPoint skills
• Ability to think creatively to come up with workable solutions
• Must be able to demonstrate the ability to contribute and successfully deliver against a business strategy
• Must possess a track record of increasing and sustaining sales growth and profitability even in challenging market conditions such as the current economic climate
• Must demonstrate a proven ability to motivate, coach and develop people with very strong interpersonal skills and ability to build productive working relationships

For information on A-MAX Auto Insurance & Affiliates, including more information on employee benefits and our company culture, visit our website at https://www.amaxinsurance.com/careers

A-MAX Auto Insurance & Affiliates is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.