Solutions Care Center Manager (Primarily Home)

Provide daily work leadership for direct reports to guide customer-focused service solutions for customers (insureds, agents, advisors, clients, or affinity partners). Develop and motivate team, guide implementation of process improvements within team, and ensure the maintenance of a high level of service for customers. May help with other business-driven projects. There are multiple positions available and will report to 2 different Senior Managers.

Position Compensation Range:

$69,000.00 - $115,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Create a collaborative, performance-driven work environment by facilitating and promoting trust, transparency, and inclusion. Work with team members to set clear goals, provide feedback, perform performance assessments, and support ongoing development.
• Lead with influence and expertise. Contribute to division or department leadership team. Communicate and support organization mission, vision, values, policies, and practices.
• Lead, coaches, and develop direct reports by providing work direction to team on processes and procedures related to transaction processing and established consumer experience standards and techniques.
• Provide feedback through performance management practices, ensure employees are developing their skills, promoting both team and individual success.
• Partner to guide staffing selection in interviewing, evaluating, and selecting qualified candidates to fill open positions.
• Assist and coaches direct reports in resolving complex or high priority issues, takes responsibility to resolve issues directly. Manage team workload and provide guidance in prioritizing to meet or exceed all assigned goals.
• Participate in and provide subject matter expertise on cross-functional projects and process improvement teams. Attend trainings to further develop self. Complete other tasks as assigned.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated organizational and communication skills, including the ability to explain complex issues in a clear, understandable manner.
• Demonstrated ability to make complex decisions while balancing all stakeholders.
• Demonstrated experience with coaching, development of others, and process improvement.
• Demonstrated effective experience leading people or projects.
• Demonstrated experience working in a call/care center environment.

Licenses

• Resident state licensing exam(s) for property and casualty producer licenses within 180 days of hire.
• Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements.

Travel Requirements

• Up to 10%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

Additional Information

• Offer to selected candidate will be made contingent on the results of applicable background checks

• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

• Sponsorship will not be considered for this position unless specified in the posting

*Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

*In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles). On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

*If not a current employee, you must reside within 35-50 miles from one of the following offices: Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.

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