Head of Business Operations - Remote

Aflac, Incorporated · Remote, United States

We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. The Aflac Way

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Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of Americas best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.
Our business is about being there for people in need. If so, there’s a home, and a flourishing career for you at Aflac.
Worker Designation

– This role is a

remote

role. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.
Managing Performance
Serving Customers
Proficient in Windows-based software, to include Microsoft Word and Excel
• Knowledge of contact center operations, workforce management principles, and service level performance metrics
• Ability to lead, coach, develop, and hold employees accountable for performance and business results • Good analytical and problem-solving skills, including the ability to interpret data, identify trends, and implement effective solutions
• Knowledge of quality assurance, continuous improvement methodologies, and operational best practices • Understanding of regulatory requirements, audit standards, and risk management
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with business technologies, reporting tools, and process automation solutions
• Associates Degree In a related field
~3 or more years of job-related experience with 2 years being in a customer services or customer service center environment
~Bachelors Degree In related field

Lead, coach, and develop team members to achieve service, quality, productivity, and compliance objectives
• Manage daily operations, including workload distribution, queue management, staffing adjustments, and service level performance
• Provide performance feedback, conduct evaluations, and administer performance improvement and corrective action processes
• Identify employee training and development needs and support ongoing skill enhancement
• Partner with Workforce Management and business stakeholders to optimize staffing, resource allocation, and operational effectiveness
• Monitor operational, customer, and employee performance metrics; Drive continuous improvement initiatives through process evaluation, root cause analysis, and implementation of operational enhancements
• Resolve escalated customer, employee, and operational issues while ensuring a high-quality customer experience
• Ensure compliance with company policies, regulatory requirements, audit standards, and documentation requirements
• Support strategic initiatives, technology adoption, automation efforts, and cross functional projects that improve efficiency, service delivery, and business performance
• In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being.