Workflow Operations Manager II

About Us More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs. But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched. About the Role The Workflow Operations Manager II 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 Sales Operations and Marketing leadership where needed and drive process improvements within the workflow lifecycle. Supervisory Responsibilities: This position has no direct supervisory responsibilities. Essential Duties and Responsibilities: Manage daily weekly and monthly call distribution and abandon rate targets in-line with 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 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 Work closely with various department leads to maintain system operation and data integrity. Serve as an primary point of contact for development testing, implementation and trouble-shooting within the CRM. Lead interdepartmental problem resolution Support Project Management for the full Workflow & Routing lifecycle from ideation to completion including project roadmap creation project plans and requirements needed Maintain flowcharts diagrams & documentation for divisional Workflow processes Skills/Abilities: Advanced Excel skills incorporating use of refreshable data tables, pivot tables & charts 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 partner across all levels within the organization (Analyst to Executive) Exceptional communication skills (both written & oral) Working knowledge of Microsoft Office (PPT Word) & SQL Education and Experience: Bachelor’s Degree or equivalent years of experience required 3 years of relevant work experience required Physical Requirements: Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate. Prolonged periods of sitting at a desk and working on a computer. SelectQuote Core Values: S ervice: We create positive customer experiences. E ntrepreneurship: We create innovate & take risks. L eadership: We build & invest in high-performing teams. E mpowerment: We embrace a changing environment. C ourage: We challenge the status quo & drive continuous improvement. T eamwork: We help support & celebrate each other. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required. At this time SelectQuote does not hire applicants who solely possess temporary work visas requiring employer sponsorship of any kind including but not limited to OPT, H-1B, L-1, O-1, TN, F-1, J-1, E-3, etc. SelectQuote Insurance Services does not discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Our 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. We are proud to offer the following benefits: Competitive Medical, Dental, and Vision Insurance HSA/FSA Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability Voluntary Life Insurance for Self, Spouse and Dependent Company-paid Basic Life Insurance and Long Term Disability Retirement plan and Employer match contribution with Profit Share Tuition Reimbursement program Company perks and Discount program Engaging Wellness and Financial Education Resources Employee Assistance Program Incentive Plans Base Salary Minimum $70,000 Base Salary Maximum $80,000