Contact Center Operations Manager, Virtual at Agero + Swoop

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Join, Learn & Grow

2021 continues to be a year of growth for Agero!  We’ve expanded our remote agent workforce and to ensure we are there for our customers in their time of need means we also have front line leaders ready to inspire & coach their remote teams to levels of performance beyond expectations.

Agero is looking to add motivated, customer focused and high energy Operations Managers to our growing remote contact center team. Whether you have been leading for a while and you are looking for a push towards your next step or if you are a newer leader in search of an environment where you will be coached and afforded opportunities to grow– look no further.

We offer this: a chance to lead highly motivated teams, to serve customers and a forum to excel. With over 20 years of contact center leadership experience, Agero’s site leaders have an extraordinary track record of hiring and accelerating careers – we hope you will consider this amazing opportunity.

DESCRIPTION SUMMARY:

The Operations Manager Virtually manages customer service operations while maintaining client satisfaction. Manages assigned client group(s) to achieve operational goals which support company objectives. Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow. Ensures the volume of work produced meets product/service standards and exceeds quality standards. Develops and manages a motivated, effective team including supervisors, team leaders, and associates. Establishes program directions that support corporate goals as well as allow for team growth.

Manages a geographically dispersed team of Remote Roadside Assistance Agents

ESSENTIAL FUNCTIONS:

  • Develop and evolve remote agent productivity standards and associated reporting
  • Build supervisory team and structure that is accustomed to managing remote employees and the complexity in the remote environment
  • Quickly identifies outliers and ensure process in place to identify broader opportunities as well as drive improvement
  • Develop process around feedback, recognition and accountability within the remote space that utilizes tools unique to remote employees with minimal offline time
  • Identify process improvements unique to the remote environment that will reduce expense and increase productivity
  • Create a unique remote culture that drives performance that outpaces traditional brick & mortar locations
  • Builds process to validate ISP and equipment performance for potential and existing employees
  • Remotely Manages designated client groups as defined by agent group(s) assignments.
  • Establishes and maintains program direction/changes and communicates with clients on daily basis.
  • Anticipates client needs and identifies and suggests opportunities and new ideas/innovations to the client.
  • Oversees remote personnel for client groups by allocating work through supervisors, contact center representatives and administrative supports.
  • Provides ongoing coaching and development for direct reports.
  • Oversees all personnel related issues for associates assigned to client group(s) within department.
  • Cascades yearly/quarterly goals based on business unit's strategic plan.
  • Participates in planning meetings to support departmental and associate growth.
  • Coordinates and monitors daily work flow to ensure smooth operations, cost containment, and quality.
  • Administers policies and procedures to assure consistency and equitable treatment.
  • Maintains knowledge of system, telecommunications and operational capabilities

EDUCATION: College Degree or equivalent work experience

EXPERIENCE: 5+ related experience with supervisory experience in a fast-paced, customer service environment and supervisory experience in an inbound contact center. 2 years of project or supervisory/management experience. 2+ years of experience managing a fully remote team.

COMPLEXITY: Manages 5-7 supervisors. Responsibilities include participation in the hiring process; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Utilizes good judgment, exercises decision making skills, and demonstrates leadership qualities. Excellent oral and written communication skills. Manages client expectations.

WORKING RELATIONSHIPS: Interfaces with both internal and external clients, customers and vendors. Proactively partners with other departments to provide information and feedback, analyze reports for continuous improvement and resolve customer/client issues.

ADDITIONAL REQUIREMENTS: Actively promotes the corporate mission and value statement. Flexible work schedule including nights, weekends, holidays, and on-call status. Some travel required. Assumes additional responsibilities as assigned.



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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
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    • IllustratorDesign
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    • Aha!Management
    • ConfluenceManagement
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    • DrupalCMS
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    • HubSpotCRM
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    • SalesforceCRM
    • Constant ContactEmail

Location

We're located in thriving Medford, MA, along the picturesque Malden River, with close access to the MBTA, I-93, restaurants, shops & downtown Boston.

An Insider's view of Agero + Swoop

How would you describe the company’s work-life balance?

Agero allows me to have the work-life balance I need. The company understands and cares that employees have things they need to deal with outside work. Agero is the most flexible company I have ever worked at in accommodating the chaotic schedule I sometimes have to work; I arrange my life first and know it’s ok to make my work fit in around that.

Cathy

Senior Manager, Data Science

How has your career grown since starting at the company?

The Agero team has supported my career growth in two ways, by helping identify my strengths and creating a role that plays to those strengths. They value their employees and frequently expose them to new opportunities. They have created an increasingly unique environment with relatively high job security, fun work, and high career growth potential.

Richard

Chief of Staff

What is your vision for the company?

To deliver exceptional, modern & seamless roadside assistance, accident management & connected vehicle experiences to customers worldwide. We’ve long been a leader in the US & are transforming the industry not just here but globally, creating new experiences for the consumer, client, call center agent, service provider, dealership & repair shop.

Jeff

Chief Strategy Officer

What makes someone successful on your team?

My team is comprised of Program Managers who are responsible for driving delivery across most of the organization. Those who are most successful are proactive, solution-oriented, and skilled collaborators, have a natural and relentless curiosity, and both embrace and evangelize change. Of course, great discipline and organization skills help too!

Stefanie

Director, Program Management

What are Agero + Swoop Perks + Benefits

Agero + Swoop Benefits Overview

Agero is focused on providing a resource rich, creative environment driven by exciting work as well as a multitude of opportunities to accelerate your technology career. We are committed to each other's wellbeing and growth, and provide support through our:

- Continuous two-way dialogue driving actionable change​
- Employee recognition programs​
- Engagement events and activities​
- Targeted career development programs designed to support the growth of each employee's career
- Active Diversity, Equity, and Inclusion initiatives
- Agero Employee Discount & Perks​ Program (partnerships have included BJs, ClassPass, Liberty Mutual Home & Auto, and much more!)
- Robust benefit offerings​
- Rich community partnerships and volunteer opportunities
- Tuition reimbursement
- A fully-equipped game and entertainment room complete with the latest and greatest gaming systems
- Onsite gym complete with spinning, yoga and much more!

Culture
Volunteer in local community
Read to a Child, Mystic Rivershed Clean up.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
You will have the opportunity to help with: identifying the latest additions for our game rooms, discussing how to better communicate across the org or planning events.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Agero employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of pre-disability earnings.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Employer covered life insurance is equal to 1x an employee's annual salary. Employees also have the option to purchase supplemental life insurance up to 5x their annual salary.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Agero provides employees with a 401(k) matching plan managed by Fidelity Investments. We match 100% of the first 2% of contributions, and 50% of the next 4% of contributions.
Performance Bonus
Whether you are an engineer or a contact center representative, a piece of your annual compensation is delivered via an annual bonus, paid 2 per year. Target bonus amounts vary by role.
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Agero sponsors summer BBQ's as well as a halloween extravaganza complete with in house trick or treating, haunted houses and best costume contests for the children of employees.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Whether it's personal development or for general education about our business, Learn at lunch is a big part of who we are!
Promote from within
Continuing Education stipend
Time allotted for learning
Customized development tracks

Additional Perks + Benefits

We’ve got the benefits you’re used to and some you aren’t – including flexible health and dental care from your choice of doctors. We take care of the time off and allow you to make decisions about how much you want to carry over from year to year so you can recharge your batteries and achieve harmony both inside and outside of the workplace. How many places set you up with laptops and two monitors as standard fare? We’ve got more discounts and perks than you can count on 2 hands – and they are meaningful! Plus we offer a free subscription to the CC Motor Club.

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