Senior Manager, Customer Experience

Call Center Manager

Oversees a team of supervisors and team members within a high-volume franchise insurance call center. Responsible for service operations supporting a $400M+ book of business, driving customer satisfaction, retention, and revenue growth through cross-selling and performance management.

Key Responsibilities :

• Lead, coach, and develop supervisors and frontline team members to achieve performance metrics.
• Able to dig into the details and learn the processes to support the team.
• Analyze data, participate in call calibrations, and participate in departmental reviews.
• Manage escalations and promote a professional, high-performance culture.
• Oversee attendance, performance reviews, and team motivation.
• Recruit, train, and evaluate team performance.
• Ensure exceptional service and collaboration across departments.
• Use data insights to optimize service and retention strategies.

Requirements :

Additional Details :

Our Values : The We Way :

Our Total Rewards :

This position is not able to be performed in California, Colorado, New York or Washington.

EEO : We Insure Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability : We Insure Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at hrinfo@peak6insurtech.com. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.

Note to applicant : It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.