Manager, Contact Center Operations
JerrySalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
InsuranceIndustries
Requirements
- Bachelor's degree or equivalent
- Data analysis skills (e.g., using Excel or Power BI for aggregation)
- Communication and coordination skills (for collaboration with contact center and other departments)
- Document creation skills (Excel, Word, PowerPoint)
- English proficiency (TOEIC score of 780 or higher)
- Contact center or customer service department experience (including indirect departments) - mandatory
- Flexible attitude towards change, proactive challenge to new tasks/fields
- Ability to communicate smoothly with others and convey own ideas/opinions
Responsibilities
- Data analysis and provision from contact center databases
- Issue identification and proposal of improvement measures based on company initiatives
- Reporting on contact center KPIs (e.g., response rate, abandonment rate, average handling time) and proposals for KPI improvement
- Deployment of new business processes or solutions to the contact center
- Operation of related projects
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this a remote position or does it require office presence?
The role requires team members to be primarily in the office to support in-person collaboration, which is a vital part of AIG's culture.
What skills and experience are required for this role?
Required skills include data analysis (using Excel or Power BI), communication and coordination skills, document creation (Excel, Word, PowerPoint), English proficiency (TOEIC 780+), and experience in contact centers or customer service departments. Bachelor's degree or equivalent is also required, with knowledge of CRM (Salesforce) or CTI (Genesys Cloud) welcomed.
What is the salary or compensation for this position?
This information is not specified in the job description.
What is the company culture like at AIG?
AIG values in-person collaboration, inclusion and belonging through learning and Employee Resource Groups, and invests in people via continuous learning in a supportive environment that celebrates diverse talents and backgrounds.
What makes a strong candidate for this role?
Strong candidates have contact center or customer service experience, data analysis and reporting skills, plus process improvement or planning experience; they are flexible to change, proactive in new challenges, and effective communicators.
AIG
Global insurance provider for individuals and businesses
About AIG
AIG provides a variety of insurance products and services aimed at individuals, families, and businesses. Their offerings include life insurance, retirement planning, and commercial insurance, which help clients manage risk and protect their assets. AIG operates by underwriting insurance policies and managing risk, while also investing the premiums collected to generate income. This company stands out from competitors by not only focusing on traditional insurance but also emphasizing cybersecurity and data protection to keep clients' information safe. AIG's goal is to help clients achieve financial security and peace of mind through comprehensive insurance solutions.
New York City, New YorkHeadquarters
1919Year Founded
IPOCompany Stage
Cybersecurity, Financial ServicesIndustries
10,001+Employees
Benefits
Health, dental, & vision coverage
Flexible Spending Accounts (FSA)
401(k)
PTO
Commuter Expense Reimbursement Account
Risks
Sale of personal travel business may reduce AIG's market presence in travel insurance.
Expansion in Atlanta could pose financial risks if expected growth does not materialize.
Deconsolidation of Corebridge Financial might lead to loss of synergies and increased costs.
Differentiation
AIG offers a wide range of insurance products globally, serving diverse client needs.
Corebridge Financial, a subsidiary, enhances AIG's offerings in retirement planning and financial futures.
AIG emphasizes cybersecurity and data protection, ensuring clients' information remains secure.
Upsides
AI adoption in underwriting and claims processing enhances efficiency and reduces costs for AIG.
InsurTech partnerships offer AIG opportunities to enhance digital capabilities and drive innovation.
Telematics and usage-based insurance allow AIG to offer personalized and flexible products.
Related Jobs
RemoteRemoteAWS Technical Architect
NeuraFlashSalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteCustomer Experience Manager – GM Energy
General MotorsSalary not specified
RemoteOperations Manager
Dandy$116,500 - $137,000/year
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteBusiness Process Analyst
Addepar$115,000 - $180,000/year
- Full Time
- Mid-level (3 to 4 years)
RemoteCustomer Experience Join Journey Manager
BrightseedSalary not specified
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteProgram Manager, CX Initiatives
AlteraSalary not specified
- Full Time
- Junior (1 to 2 years)