Auto Claims Call Center Manager

COMPANY OVERVIEW:

• Founded in 1989, United Automobile Insurance Company is an innovative and established organization looking for a Call Center Manager to join our team.
• Family-owned, UAIC, is one of the largest privately held property and casualty insurance companies in the United States.
• The key to our growth and success is a commitment to providing quality service to our agents and customers, by providing disciplined underwriting, and strategic claims handling.
• Our ongoing efforts to invest substantial resources in personnel and technology are the foundation of our promise of assuring maximum efficiency and specialized operations in the industry.
• We are proud that our independent agents and customers have recognized our dedication by making UAIC the market leader in every state where we conduct business . 5 years of prior Auto Insurance Call Center Management is required. This is a fully remote opportunity leading fully remote teams.

SCOPE:

• The Call Center Manager leads a team of supervisors & frontline representatives responsible for inbound and outbound interactions related to policy servicing, claims intake, customer inquiries, and escalations.
• This leader ensures operational excellence, workforce optimization, and a consistently customer-centric culture that reflects the organization’s values and service standards.
• Pillars for Success 1.
• Operational Excellence Drive a metrics-based performance culture through mastery of key KPIs, including average speed of answer, handle time, first call resolution, customer satisfaction (CSAT), abandonment rate, and utilization.
• Design and maintain efficient staffing models, scheduling, and call volume forecasting to balance service levels, quality, and cost.
• Champion continuous process improvement initiatives to eliminate inefficiencies and enhance the overall customer experience. 2.
• Leadership & Culture Develop, coach, and empower frontline supervisors and team leads to drive accountability, engagement, and high performance.
• Foster a coaching-based environment that emphasizes consistent feedback, recognition, and skill development.
• Lead with empathy and emotional intelligence, particularly in fast-paced, high-pressure environments. 3.
• Customer Experience (CX) Mindset Integrate voice-of-customer (VoC) insights into daily operations and strategic decisions.
• Ensure every representative demonstrates empathy, professionalism, regulatory compliance, and alignment with the company’s brand voice.
• Partner with Claims and Policy Operations leadership to streamline handoffs, reduce friction, and improve the end-to-end customer journey. 4.
• Technology & Data Utilization Leverage call analytics, CRM data, and QA systems to identify trends and drive performance improvements.
• Maximize use of platforms such as Guidewire , Five9 , and Salesforce Service Cloud to enhance efficiency and service quality.
• Advocate for digital transformation initiatives, including AI chat, self-service options, and call deflection strategies. 5.
• Compliance & Quality Assurance Ensure adherence to all state, federal, and industry regulations, including insurance and call recording requirements.
• Standardize QA processes to promote accuracy, professionalism, and empathy in every interaction.
• Conduct regular audits to ensure documentation quality, data integrity, and compliance with internal policies. 6.
• Cross-Functional Partnership Collaborate effectively with teams across Claims , Underwriting , IT , and other departments to close operational gaps.
• Provide actionable insights to senior leadership based on customer trends, root cause analysis, and performance data.
• Support enterprise change management initiatives to enhance service delivery and operational scalability. 7.
• Financial Stewardship Manage departmental budgets, overtime, and vendor spend with fiscal discipline.
• Develop and present ROI analyses for staffing adjustments, technology investments, and process improvements.

Core Competencies Strategic communication and conflict resolution Workforce management and KPI analytics Operational planning and resource optimization Customer experience and service quality leadership Change management and cross-functional collaboration EDUCATION:

• 3-5 years of call center management experience, preferably in an insurance customer service environment.
• Bachelor’s degree in insurance, risk management, or a related field (preferred).

SKILLS & EXPERIENCE:

• Strong analytical and organizational skills.
• Bilingual preferred (English/Spanish).
• Proven ability to lead large, high volume service teams.
• Customer first mindset with empathy and professionalism.
• Proficient in Word, Excel, Windows-based applications, internet usage, call center platforms, claims management systems, and reporting tools.
• Ability to work independently, making sound judgments.

BENEFITS:

• 401(k) Retirement Savings Plan with employer match.
• Comprehensive Medical, Prescription Drug, Vision, and Dental Insurance Paid Time Off, Holidays, and Leave programs.
• Flexible spending accounts Basic Life Insurance and Voluntary Life/ADD Short Term and Long-Term Disability UAIC participates in the E-Verify program to confirm the employment eligibility of all newly hired employees.