Direct Operations Support - Consultant - CIC

This is a hybrid work arrangement (time spent in the office and remote).

About the role

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 role will work closely with other departments, including Reporting and Workforce Management, to ensure that operational metrics are being tracked and reported accurately. This position will also identify opportunities for process improvement and leverage analytics to drive improvements.

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.

Requirements

• 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.
• 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 Qualifications

• Experience working in the insurance industry.
• Leadership experience.

Work Environment

Depending on the employee's role and leadership's assessment, some employees will come into an ACG facility on a weekly, monthly, or "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.

Schedule

Monday - Friday, 9:00 am - 5:00 pm EST. Schedule may be adjusted depending on departmental or project needs.

Pay

Earn a competitive salary of $67,371 - $119,766 with annual bonus potential based on performance.

Benefits

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.

Retirement & Savings

• 401(k) plan to support long-term financial goals.
• 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax.
• Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting.
• Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays, and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays.
• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG).
• Professional certification support with 100% reimbursement for eligible programs.
• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.