Call Centre Manager

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Call Centre Manager leading customer care operations in an automotive environment. Overseeing claims handling while improving performance metrics and ensuring high-quality customer service.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead customer care operations and oversee end-to-end insurance claims handling within an automotive-focused environment.
Ensure customers are supported efficiently while claims are handled accurately and without delay.
Bring structure, visibility, and accountability to customer interactions and claims workflows.
Own the quality of conversations and speed and accuracy of claims handling.
Manage and coordinate teams across departments and regions, ensuring smooth handoffs between customer care and claims processing.
Directly involved in customer communication for escalations or complex cases.

Requirements

What you’ll need

3–6+ years of experience in call centre operations, with at least 1–2 years in a management or supervisory role
Preferred: Prior experience in vehicle insurance, automotive claims handling, or automotive repair operations
Strong understanding of insurance claims processes, documentation, and lifecycle management
Comfortable handling customer interactions directly, including escalations and sensitive cases
Proven ability to manage and improve call centre KPIs (response times, resolution rates, customer satisfaction, etc.)
Experience overseeing both inbound and outbound call operations
Ability to manage, coach, and hold teams accountable across multiple functions or regions
Experience coordinating with repair teams, vendors, or third parties involved in automotive services
Ability to identify operational gaps and implement process improvements quickly
Strong organisational and reporting skills - able to maintain visibility across customer care and claims pipelines
Experience with CRM systems, call centre tools, and workflow tracking systems
Excellent spoken and written English
Ability to work aligned with Central Standard Time (9 AM – 5 PM)
Self-directed operator who can run daily operations without constant oversight
High attention to detail, especially in claims handling and customer communication.

Benefits

Comp & perks

Competitive salary based on experience
Fully remote role with structured working hours
Direct ownership of call centre performance and operational outcomes.
Opportunity to build and optimise a high-functioning support and claims team.
High-impact role with clear visibility into business operations and customer experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call centre operationsinsurance claims processesdocumentationlifecycle managementKPI managementprocess improvementscustomer satisfactionclaims handlinginbound call operationsoutbound call operations

Soft Skills

customer communicationescalation managementteam managementcoachingorganizational skillsreporting skillsattention to detailself-directedaccountabilityinterpersonal skills