Overview

Job Type:Full time Exempt/Non Exempt:Salary Job Description: Location Details: This is a hybrid work arrangement (time spent in the office and remote) Position Schedule / Shift: Monday - Friday, 9:00 am - 5:00 pm EST. Schedule may be adjusted depending on departmental or project needs. Position Summary: The Direct Operations Support Consultant will be responsible for monitoring and improving the effectiveness of a department or business unit within a contact center environment. This includes reviewing operational data, identifying areas for improvement, formulating a game plan, collaborating with department directors, and implementing changes to improve operational effectiveness. The Program Manager will work closely with other departments, including Reporting and Workforce Management, to ensure that operational metrics are being tracked and reported accurately. This role will also be responsible for identifying opportunities for process improvement and leveraging analytics to drive improvements. Key Responsibilities: • Review operational data to identify areas for improvement. • Formulate a game plan to address areas needing improvement. • Collaborate with department directors and other stakeholders to implement changes. • Ensure that operational metrics are being tracked and reported accurately. • Identify opportunities for process improvement and work with other departments to implement changes. • Develop and maintain relationships with key stakeholders within the organization. • Monitor the performance of operational activities and adjust as needed. • Use analytics to identify areas for operational improvement and work with other departments to implement changes. • Communicate effectively with senior management and other stakeholders. • Develop and maintain reporting strategies to ensure that operational data is being analyzed and used effectively to inform business decisions. Qualifications: Required Bachelor's degree in business administration, operations management, or a related field. At least 3 years of experience in contact center operations. Experience in reporting, workforce management, and/or program management within a contact center environment is required. Strong project management skills. Experience working in a contact center environment. Excellent communication and interpersonal skills. Ability to analyze data and identify trends and patterns. Experience working with reporting and program management tools and software such as Excel, GCP, Tableau, Power BI. SQL experience is required. Familiarity with speech analytics and workforce management tools and techniques. Preferred Experience working in the insurance industry. Leadership experience preferred Work Environment: This is a hybrid work arrangement (time spent in the office and remote). Depending on the employee's role and leadership's assessment, some employees will come into an ACG facility on a weekly basis, a monthly basis, or on an "as needed" basis for key meetings and collaborative activities. Most employees will be required to come into the office, at a minimum, for important departmental meetings or team-building events. Works in a temperature-controlled office environment. Travel throughout state/out-of-state, including various ACG clubs and field locations, with exposure to road hazards and temperature extremes. Compensation & Benefits Overview: ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.). Compensation Earn a competitive salary of $67,371 - $119,766 with annual bonus potential based on performance. Benefits At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth. Health & Wellness Medical plans with multiple coverage options, including HSA eligibility. Prescription drug coverage. Dental and vision benefits. Employee Assistance Program (confidential support services)