Director, Telecommunications

Founded in 1985, SelectQuote (NYSE: SLQT) provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.

Job Summary:

The Director of Telecommunications oversees the team of Telecom/Contact Center professionals who build integrations, troubleshoot, and maintain operations for the company. This role requires a strong attention to detail, excellent research capability, communications skills and a strong desire to improve and iterate on current contact center systems. This person will have significant responsibility in working closely with all departments within IT, as well as the business side stakeholders from Marketing, Workforce, Sales, and Customer Support. In addition, the Director role is responsible for managing all Contact Center related external vendors. This person will be responsible for driving system availability, geographic redundancy efforts, and technical design documentation. In addition to the above, this person will also be responsible for building new telecommunications team processes, training documents, and managing a team of direct reports.

Supervisory Responsibilities:

• This position oversees the telecommunications team

Duties/Responsibilities:

• Ensure alignment with cutting-edge technology in the Contact Center as a Service space
• Ability to engage, support, and motivate teams and oversee many work streams simultaneously
• Responsible for team SLAs and ticket system metrics aiming to improve average time to resolution
• Provides an escalation path for members of the Telecommunications team in day-to-day operations
• Cross trains Telecommunications team members to learn about new marketing and business specific initiatives
• Works closely with reporting and analytics through the call center platform
• Researches opportunities and forecast spend via system usage metrics
• Develops new customer interaction and voice response systems, outbound dialing configurations, and connectors
• Assists with day to day peer reviews and new IVR script promotion

Required Skills/Abilities:

• High level of self-motivation; ability to accomplish goals independently
• Ability to reason and think logically
• Strong troubleshooting skills in order to identify problems quickly
• Strong Incident Management skills and ability to move quickly under pressure
• Strong project management knowledge of methods and practices
• Excellent oral and written communication skills
• Excellent customer relationship skills
• Knowledge of Telecommunications and Contact Center solutions
• Excellent organizational skills and high-level attention to detail

Education and Experience:

• Bachelor’s degree in IT-related field preferred (or equivalent work experience in lieu of degree)
• 8 years of experience in IT and 5+ years of experience managing teams
• Strong knowledge of Change Management processes and adhering to change guidelines
• Experience with Contact Center Services required; Five9 and Amazon Connect or other similar solutions preferred
• Knowledge of common RESTful API’s and the knowledge of basic design practices related to application integration
• Great organization skills, experience leading projects and people
• Familiar with Virtual Contact Center technologies and hosted phone solutions

Benefits:

It’s an exciting time to join SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.

Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.