Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Job Category

Operations

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$88,400.00 - $145,900.00

Target Openings

1

What Is the Opportunity?

Under general supervision manage the operations and workforce management staff, and the business and financial controls based on senior management strategic direction Set priorities for self and others on the team. Ensure that the appropriate metric reports are being developed and analyzed to facilitate the management of the business. Develop and coordinate staffing requirements. Establish and recommend procedures that focus on business process improvement. Resolve system and telephony problems. Communicates results to department leaders and demonstrates ability to solve inquiries using technical ability, research or collaboration with Workforce employees Participate and lead projects including technology, process, efficiency and departmental initiatives. Provide support and direction to Contact Center Management and members of the Workforce Management organization.

What Will You Do?

• Manage, analyze and report on overall performance of contact centers, and individual/team/staff results.

• Manage adherence to telephone/system strategies and protocol, and support activities.

• Develops insights and recommendations for operational issues.

• Leads daily strategy meetings with Business Center Leaders.

• Supports product, marketing, operational and workforce partners.

• Acts as a subject matter expert for workforce employees and assists with educating the management staff on workforce processes and/or principals.

• Work in conjunction with business leaders to establish goals and best practices that support daily field operational responsibilities.

• Conduct periodic reviews to validate/ensure effective interaction between relevant business partners.

• Identify and analyze trends to address strategic issues.

• Manage and coordinate technology support, call routing, security, and equipment procurement for the contact centers.

• Provides assistance to Director with employees coaching, mentoring, development, time card management, etc. Summarizes employee observations for Director.

• Other duties as assigned.

• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Advanced working knowledge of contact center operations and Property and Casualty insurance product and systems knowledge is preferred.

• Strong knowledge of Workforce Management system and contact routing system is preferred.

• Financial management skills

• Analytical skills

• Knowledge of call balancing

• Leadership

• Communication

• Customer focus

• Business savvy

• Computer skills

• Organization

• Analytical skills

• Ability to promote as well as contribute to a team environment

What is a Must Have?

• Minimum college degree or commensurate 4 years work experience in management information, finance, statistical analysis, Workforce Management, or contact center.

• Advanced knowledge of Microsoft applications including Excel, Word and PowerPoint is required.

What Is in It for You?

• Health Insurance : Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.

• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.

• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.

• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.

• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results.

In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email (4-ESU@travelers.com) so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/ .