Founded in 1985, SelectQuote (NYSE: SLQT) provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.
Job Summary:
The Workflow Operations Manager will analyze real-time call volume patterns and various agent, activity and sales statistics. They will use this information to determine, recommend and implement necessary real-time and intraday changes to ensure established goals are attained (abandon rate, call-delivery, optimal lead distribution). This individual will provide guidance and technical support for Sales Leadership and Marketing team members where needed, and drive process improvements within the workflow lifecycle.
Essential Functions:
- Manage daily, weekly, and monthly call distribution and abandon rate targets in-line with Sr. Leadership’s desired target, in a complex, fast-paced, multi-skilled sales environment, including both inbound and outbound calls, and specialized call groups.
- Effectively use a combination of workforce scheduling and real-time proprietary home-grown lead management systems to hit desired targets (learn and apply knowledge of our systems to drive outcomes). Build new capping and waterfall strategies, using data, to respond to shifting needs and newly created functions.
- Responsible for daily and intra-day communication to sales reporting communication and “sounding the alarm” when outcomes are not being achieved. Serve as a mentor and subject matter expert on administrator functions within the tools.
- Build weekly presentations and communicate KPI’s to executive leadership with provided context for both positive and negative results. Establish KPI benchmarks for success using data.
- Identify new reporting needs; rationalize existing reports, and drive changes, in partnership with peers within the Data Enablement Team.
- Support Project Management for the full Workflow & Routing lifecycle, from ideation to completion, including project roadmap creation, project plans and requirements needed.
- Work closely with various department leads to maintain system operation and data integrity. Serve as an expert point of contact for user testing and trouble-shooting within the CRM and workflow lifecycle. Lead interdepartmental problem resolution.
- Direct supervision & training of interns, contractors and junior team members.
- Maintain workflow documentation for processes.
Qualifications:
- College undergraduate degree and 5+ years equivalent work experience
- Advanced Excel skills, incorporating use of refreshable data tables
- Ability to analyze large sets of data, identify trends and drive data-driven changes (analytical skill-set)
- Attention to detail an absolute must
- Strong collaborator who can work across all levels within the organization (Analyst to Executive)
- Prior leadership experience preferred
- Exceptional communication skills (both written & oral)
- Working knowledge of Microsoft Office (PPT, Word) & SQL
Compensation & Benefits
The Compensation for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.
Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.
Full-time SelectQuote employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.
Base Salary Minimum
$75000
Base Salary Maximum
$85000