VP, Operations

Job not on LinkedIn

October 10

🦌 Connecticut – Remote

Although this job is listed in Connecticut, this company may be open to hiring remote in other states.

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $200k - $250k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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Crum & Forster

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Crum & Forster (C&F) is a leading national property & casualty insurance company with a large, diversified specialty platform. We protect businesses and organizations from the unpredictable nature of risk, giving them the confidence to take on new challenges and flourish in today’s increasingly complex and uncertain world. C&F is client-focused, creative, and flexible in delivering customized products and services.

1001 - 5000 employees

📋 Description

• Oversee and lead Call Center, Claims and Quality Assurance operational departments and functions. • Direct and lead an engaged workforce including customer experience, workforce planning, training and performance management. • Provide coaching and mentorship to staff to foster talent and grow the organization. • Collaborate cross functionally with Sales, Account Management, Marketing, Product Management, Underwriting, Strategy, PMO, Continuous Improvement, IT, Compliance, HR/Training, and other teams to achieve goals. • Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness. • Skillfully develop and manage relationships with external clients and partners. • Drive excellence in key service performance metrics, including ASA, abandonment rates, quality service scores, first call resolution, sales conversion and call center satisfaction. • Support strategic initiatives of the business as well as the larger corporate quality assurance, internal and external audit and compliance obligations.

🎯 Requirements

• A bachelor’s degree is required • 15+ years of progressive experience in Operations Management roles including: Contact Center; Claims; Quality Assurance and Vendor Management. • 10+ years of experience in people management, which includes leadership of leaders. • Experience with financial management principles, including budgeting, cost control, and revenue generation. • Experience in managing operational expenses while ensuring financial responsibility and achieving profitability targets. • In-depth knowledge and experience in call center operations, including call management, queue management, and call routing strategies. • Understanding of contact center metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA), and Customer Satisfaction (CSAT). • Familiarity with call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and Computer Telephony Integration (CTI). • Proficiency in workforce management principles and tools to optimize staffing levels, scheduling, and forecasting. • Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements.

🏖️ Benefits

• Competitive compensation package • Generous 401K employer match • Employee Stock Purchase plan with employer matching • Generous Paid Time Off • Excellent benefits that go beyond health, dental & vision. • Programs focused on your family’s wellness, including physical, mental and financial wellbeing. • Tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path. • Dynamic, ambitious, fun and exciting work environment. • Social and community responsibility initiatives.