Service Operations Strategy Consultant - Specialty Equipment Services

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.
At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.
Great American's Specialty Equipment Services division is currently searching for an Service Operations Strategy Consultant to advise our Service Operations teams. This role will report directly to our Vice President of Operations and work with managers to identify opportunities, develop strategies, and lead projects focused on automation, process improvement, and employee/customer experience.
Initial focus will be bringing new strategies to our Customer Contact Center which supports document processing, inbound/outbound calls and email responses in support of insurance tracking. Develop and report on key performance measures, communicate insights, and make recommendations to improve results. Develop and implement best practices through involvement in industry associations and by managing relationships with vendors and suppliers that can provide solutions to improve our business.
Responsibilities:

• Collaborate with business leaders to identify, design, and manage execution of innovation and improvement projects across business operations.
• Engage with contact center leaders and relevant industry associations to develop new strategies to improve customer experience and operational efficiency.
• Identity opportunities to transform service solution model from teleservice/manual/batch to online/automated/real time as appropriate to improve Customer Experience.
• Lead strategic projects to drive business strategies.
• Coordinate the implementation of new processes and technologies.
• Create metrics and audit processes to ensure established KPIs are met and process improvements are sustained.
• Develop models for planning and forecasting contact center workload and staffing.
• Manage vendor, supplier and consultant relationships and contracts related to new operational technologies and services.
• Act as liaison with corporate services that support divisional operations.

Qualifications:
Required

• Bachelor's degree
• Experience analyzing and reporting on operational data
• Experience leading process improvement projects
• Strong communication skills
• Ability to travel between company offices, vendor sites, and industry conferences

Preferred

• 5+ years' experience in a customer service/call center environment
• 3+ years' experience supervising call center or other Service Operations staff
• Experience managing engagements with consultants and outsourcing companies
• Knowledge of call center best practices, metrics, and KPIs
• Knowledge of call center technologies
• Lean or Six Sigma Certifications

Business Unit:
Specialty Equipment
Salary Range:
$110,000.00 -$130,000.00
Benefits:
We offer competitive healthcare, retirement, and paid time off benefits for full-time and part-time benefit eligible employees.