Manager, Contact Center Life Insurance Solutions

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO YOU ARE:

As a Manager for Life Insurance Solutions Contact Center, you will serve as a critical link between our life insurance clients and the service we provide to their customers and representatives. You will manage and develop a high-performing team within our Contact Center Department, overseeing the service levels, quality, and day-to-day operations of our agents, which assist and answer our clients’ customers and representatives in servicing their life insurance policies. This is a leadership position with a strong emphasis on team development, performance management, and quality control and values.

WHAT YOU’LL DO:  

Team Leadership and Performance Management:

• Oversee the direct performance of a team of 7- 15 associates, ensuring they meet individual and team-based goals and performance targets.


• Conduct 1:1s, performance reviews, and professional development conversations to provide structured feedback and support growth.


• Manage shifts, time off (PTO requests and sick call outs) and timecards to ensure proper team scheduling and coverage.


• Address performance and behavioral issues through coaching and feedback to drive improvement.


• Manage capacity and queues on a day to day basis, ensuring the required work is complete and SLAs are met.


• Perform quality checks and solve for gaps in processes and guidelines to ensure seamless customer experience to clients and their stakeholders.


• Act as the Level 1 contact for our client carriers to handle escalations, day-to-day variances from forecasts, analysis of data, and creation of remedies for service misses.

Coaching and Development:

• Provide ongoing coaching through side-by-sides, retroactive call reviews, and quality results to to support skill building and performance.


• Ensure direct reports have the necessary tools, resources, and feedback to excel and meet team goals.


• Collaborate with the quality assurance team to ensure compliance with regulations and adherence to company quality standards.


• Identify areas for improvement in client solutions and operational efficiency and coach employees on how to improve. 

WHAT YOU’LL NEED:  

• Minimum of 2-3 years of relevant experience managing a contact center team with a proven track record of individual success and growth.


• Minimum of 1-3 years of experience with Life Insurance products.


• Skills and People Management


• A positive attitude, and a passion for coaching & mentorship


• Excellent communication skills, with an ability to provide clear, constructive feedback and maintain strong relationships.


• High attention to detail, with the ability to prioritize and manage multiple tasks effectively.


• Strong problem-solving skills and the ability to remain adaptable throughout the day.


• Sound judgment in people situations and the ability to handle difficult conversations and performance challenges.


• Demonstrated ability to provide feedback in line with company values and model empathy and tact.


• Ability to build a positive and supportive team culture, taking ownership of team success.


• A growth mindset with a desire to learn, improve, and contribute to both personal and team development.


• Strong teamwork mindset, taking ownership of both individual tasks and the success of the broader team.
  
  

WHAT’S IN IT FOR YOU?  

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website.  We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. 

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