Director, Telecom Shared Solutions

Location(s)

Jacksonville, Florida

Details

Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs. By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises.

Kemper is seeking a Director to focus on telephony systems for our Operations and Systems group. This key role impacts the Kemper enterprise and serves a crucial liaison between the technology and business teams.

Responsibilities

• Identify and implement opportunities to increase effectiveness and efficiency
• Oversee the evaluation and analysis of upcoming implementations and ensure successful and smooth transition
• Assist with change management activities for operations and communications to internal staff
• Drive innovation in cloud-based CCaaS platforms, omnichannel solutions, AI-driven automation and enterprise self-service capabilities
• Evaluate emerging contact center technologies to enhance agent productivity, customer experience, and operational efficiency while reducing costs
• Leverage data, financial analysis, and innovation to advise, problem solve, and influence decisions and outcomes that align with the strategic priorities
• Proactively identifies operational improvements and plans implementations in collaboration with key stakeholders.
• Engage with executive leadership to report on status and recommend improvements
• Provides business support to multiple projects, reviewing project plans and timelines and coordinating projects with internal and external resources.
• Optimize vendor relationships, including CCaaS providers, telecom carriers, and technology partners, ensuring strong SLAs and cost efficiency
• Oversee business implementations and provide thought leadership and plans for strategic initiatives
• Collaborate with stakeholders to understand impact, appropriate coordination, gather business requirements and align expectations with results
• Provide expertise on call center technologies, call flow design and guidance on operational best practices
• Build a high-performing team focused on business analysis consultation and requirements development.
• Drive a culture of accountability, collaboration, and innovation.

Qualifications

• 7+ years strategic planning and telephony experience
• Bachelor’s Degree Required. Telecommunications, Information Technology, or a related field preferred.
• Previous experience managing a team
• Proven ability to build and mature professional relationships across a large, multi-faceted organization
• Experience with cloud-based telephony platforms (e.g., Amazon Connect, Twilio, or Ring Central)
• CTI, IVR, Unified Communications, workforce and vendor management experience
• Proven experience with telephony systems architecture, design, and implementation
• Background working in the insurance industry
• Exceptional problem-solving, critical thinking and decision-making abilities that generate business value and lead to lasting improvements.
• Ability to work autonomously while keeping appropriate stakeholders updated and aligned
• Strong presentation and communication skills
• Hands-on experience developing and driving programs or projects with aggressive schedules
• Highly analytical and collaborative, with strong negotiation and influencing skills in cross-functional matrixed setting.
• This position works at a local Kemper office with opportunity to work remote during the year.

Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate. We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination. 

Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee. 

Kemper will never request personal information, such as your social security number or banking information, via text or email. Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates. If you receive such a message, delete it. 

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