About the role...

Our Strategy & Operations (S&O) team sits at the center of our Life, Disability and Advanced Planning organization. We partner with frontline teams to execute on strategic initiatives and help grow the business. As an Operations Analyst, you’ll focus on supporting our rapidly-growing Sales organization by maintaining and building key dialer systems and technology. You’ll work closely with the Strategy & Operations team to implement high-impact initiatives, while also partnering with leadership from customer-facing teams to scope and carry out ongoing improvements.

This role reports to the Senior Manager of Strategy & Operations (Life, Disability, and Advanced Planning).

In this role, you will…

• Partner with key teams within the Life business (primarily Sales, but also Case Management, Customer Success, and Customer Experience) to be the main point-of-contact and administrator of our dialer software (Five9). You may partner with the Property & Casualty (P&C) business as well
• Manage setup and performance of our dialer software; provide monitoring of campaign performance, dropped calls, abandon rates and other metrics deemed necessary to optimize call handling processes
• Respond to user reported issues and triage accordingly; troubleshoot with agents and supervisors experiencing problems with Five9 support team
• Act as the first line of support for system outages; understand product release notes and communicate implications to our environment; provide technical advice
• Create and manage outbound lists and campaigns, as well as Intelligent Voice Routing (IVR) for inbound calls, based on business requirements
• Generate reports to drive business insights, schedule/automate reporting for business teams when necessary
• Support the Strategy & Operations team on special projects involving how we contact customers; create documentation for processes and business decisions

We’d love to hear from you if…

• You have a bachelor’s degree or equivalent, ideally in a technical field (e.g., information systems, computer science, engineering)
• You have 2-3 years’ of relevant work experience administering telephony systems in a contact center or similar environment
• You have prior knowledge of Five9 dialer software (highly preferred)
• You’re highly detail-oriented, analytical, innovative and comfortable with complex concepts and workflows
• You have strong verbal and written communication skills
• You can work in a fast paced environment, and adjust focus and workflow based on changing deadlines and needs

You can expect...

• Company-paid health, dental, vision, life & disability insurance
• 401(k) plan, FSA & commuter benefits
• Generous PTO 
• Training, mentorship and coaching from leadership
• The opportunity to grow alongside a company shaking up a big, old-fashioned industry
• Fun, diverse, open-minded coworkers
• Dog companionship!!!

About Policygenius

Policygenius is America's leading online insurance marketplace. We launched in 2014 and made our mark as an early insurtech pioneer. Our mission is to help people get financial protection right — and feel good about it — and we make it easy for our customers to understand their options, compare quotes, and buy insurance, all in one place. We’ve helped more than 30 million people shop for all types of insurance like they shop for everything else — online — and have placed over $60 billion in coverage. In early 2020, we announced our Series D funding round of $100 million, bringing our total funding to just over $150 million.

At Policygenius, we’re proud of building an environment that encourages our teammates to bring their authentic selves to work. Despite rapid growth (we’ve doubled in size year over year!), we’ve continuously maintained our inclusive culture through humility, hard-work, and humor, and we're looking for more people with grit, collaborative attitudes, and creative problem-solving skills to join our team. Come see why we’ve been voted one of Inc. Magazine's "Best Workplaces" three years in a row!

Diversity at Policygenius

Policygenius believes differences should be celebrated and is committed to building a team as diverse as the customers we serve. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.

As an Equal Opportunity Employer, Policygenius highly encourages applicants from all walks of life. All employment decisions at Policygenius are based on business needs, job requirements and individual qualifications without regard to actual or perceived race, color, sex, pregnancy, sexual orientation, gender identity or expression, age, national origin, political affiliation or belief, religion, disability, uniformed service, marital status or any other status protected by law. 

Come join the team!