Remote Contact Center Operations Leader

Aflac; Windsor (CT); Remote; USD 61,000 - 81,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement plans

Annual bonuses

Stock purchase program

Paid holidays

Job summary

Aflac Columbus in Windsor, CT is seeking a proactive leader to manage a contact center team remotely. The role emphasizes coaching, performance management, and ensuring service levels align with company standards.

You will oversee daily operations, drive process improvements, and ensure compliance with regulatory and quality standards while supporting organizational goals. A Bachelor's degree is preferred, with multiple benefits and a comprehensive total rewards package.

Qualifications

• Associate's Degree in a related field is required or equivalent work experience.
• 3+ years of leadership/supervisory experience in a diverse environment.
• 3+ years in a customer service or contact center environment.

Responsibilities

• Lead, coach, and develop team members to achieve service, quality, productivity, and compliance objectives.
• Manage daily operations including workload distribution and queue management.
• Provide performance feedback, evaluations, and corrective action processes.
• Identify training needs and support ongoing skill enhancement.
• Partner with Workforce Management to optimize staffing and operations.
• Monitor performance metrics; analyze trends and improve results.
• Drive continuous improvement via root cause analysis and process enhancements.
• Resolve escalated customer, employee, and operational issues.
• Ensure compliance with policies, regulatory requirements, and audit standards.

Skills

Leadership & coaching

Customer service operations

Data analysis

Process improvement

Regulatory & quality standards

Communication

Education

Associate's Degree In a related field

3+ years leadership/supervisory

Bachelor's Degree In related field

Tools

MS Word

Excel

CRM systems

Job description

Aflac Columbus in Windsor, CT is seeking a proactive leader to manage a contact center team remotely. The role emphasizes coaching, performance management, and ensuring service levels align with company standards.

You will oversee daily operations, drive process improvements, and ensure compliance with regulatory and quality standards while supporting organizational goals. A Bachelor's degree is preferred, with multiple benefits and a comprehensive total rewards package.