Manager, Contact Center Operations

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, Biotechnology, AutomotiveIndustries

Requirements

The ideal candidate must have at least 3 years of experience managing a similar-sized team of inbound contact center agents in a high-volume, metric-driven environment. They should demonstrate the ability to manage through others and hold them accountable for team performance, utilizing data to diagnose issues and implement changes that improve outcomes. Experience managing inputs rather than just outcomes and comfort working across onshore and offshore teams, preferably in a tech-forward setting, are also required.

Responsibilities

The Manager, Contact Center Operations will build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems to identify underperformance early. They will work with team leads to track progress, provide feedback, and ensure agents meet sales and service targets. Responsibilities include raising agent performance through structured coaching, owning day-to-day execution of sales and/or service teams, and translating strategic goals into agent-level plans. The role also involves diagnosing performance issues at their root, developing action plans for improvement, and establishing mechanisms to prevent recurring problems. Additionally, they will partner with product and engineering to optimize workflows and systems, using data and frontline insights to enhance agent work and customer service experience.

Skills

Contact Center Operations

Performance Management

Sales

Customer Service

Workflow Optimization

Data Analysis

Leadership

Team Management

Continuous Improvement

Problem Solving

Jerry

Digital platform for car insurance and services

About Jerry

Jerry is a digital platform that helps car owners manage their expenses by providing a mobile app called AllCar™. This app allows users to compare insurance policies, refinance car loans, and monitor repair costs, while also rewarding good driving habits. Jerry stands out from competitors by offering a user-friendly experience that can lead to significant savings, with some users reporting reductions in insurance payments of up to $300 per month. The company's goal is to simplify car ownership by providing a comprehensive solution for insurance, financing, and maintenance.

Palo Alto, CaliforniaHeadquarters

2017Year Founded

$222.8MTotal Funding

DEBTCompany Stage

Automotive & Transportation, Consumer Software, FintechIndustries

201-500Employees

Benefits

401K / Retirement Plan

Performance Bonus

Dental Insurance

Health & Wellness Package

Paid Time Off

Risks

Data privacy scrutiny may challenge Jerry's operations and regulatory compliance.

Rising pedestrian accidents could increase insurance premiums, affecting competitive rates.

New features like GarageGuard require significant investment, straining financial resources.

Differentiation

Jerry offers a comprehensive app for car insurance, loans, and maintenance.

The AllCar™ App rewards users for safe driving habits, enhancing user engagement.

Jerry simplifies car ownership with a seamless process for switching insurance providers.

Upsides

Recent $110M funding boosts Jerry's service expansion and tech infrastructure.

AI integration in insurance comparison enhances personalized offerings and customer satisfaction.

GarageGuard and DriveShield features attract users with comprehensive car management solutions.

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