About Brightway

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation�s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

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Scope :

Reviews calls and other incoming work volumes to determine workforce deployment that will net greatest customer satisfaction and renewal rates. Identifies system, process and workflow enhancements. Plays a key role as the �face/voice of Brightway Leadership� to Service Center Team and others.

Job Responsibilities:

• Reviews data from a wide variety of sources to make independent decisions quickly and accurately regarding effective staffing levels.

• Uses minute-to-minute data to determine immediate needs and uses historical trends to project future needs.

• Adjusts worker schedules in real-time to ensure customer satisfaction and determine the levels needed to ensure goals are met.

• Maintain workers� licensing scheduling requirements, ensure effective forecasting and scheduling to support operational needs, and ensure timely and accurate reporting.

• Proactively identify improvements that would enable better customer service, higher retention rates, efficiency in workflow/output and enhanced work environment.

• Maintains current and accurate procedures manual for department and makes recommendations as needed.

• Uses extensive background to solve complex, critical problems.

• Reports on activity and outcomes to manager.

• Represents team to company leadership.

• Incorporates feedback to achieve higher levels of customer satisfaction.

• Documents activities and follow up in appropriate systems regularly and accurately.

• Stays current on contact center strategies and trends.

• Performs other related duties as assigned.

Skills, Licenses, Certifications:

• Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes

• Excellent verbal and written communicator; must be able to convey the most complex of ideas in a clear and concise manner

• Ability to learn new Brightway systems and procedures quickly

• Superior independent judgment and decision making

• Superior creativity in problem solving

• Ability to learn, embrace and put into practice new concepts and skills

• Able to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions

• Excellent time management skills; is able to model this behavior for others on the team

• Leader in the organization; supports management in delivering messages to employees

• Can demonstrate Brightway values of Smart, Accountable and Trustworthy.

Education and Experience:

• Associate or undergraduate�s degree is preferred or 3-4 years� experience in call center workforce management. The applicant must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint).

This Position will be ONSITE in Jacksonville, FL or Charlotte, NC

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Equal Employment Opportunity:

Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.