Call Centre Manager

Responsibilities

• Lead customer care operations and oversee end-to-end insurance claims handling within a vehicle and automotive-focused environment
• Own the quality of conversations, speed and accuracy of claims handling, and consistency of service delivery
• Manage and coordinate teams across departments and regions
• Handle customer escalations and complex cases directly when needed
• Ensure smooth handoffs between customer care, claims processing, and stakeholders involved in vehicle repairs
• Identify operational gaps and implement process improvements
• Maintain visibility across customer care and claims pipelines through reporting

Requirements

• 3–6+ years of experience in call centre operations
• 1–2 years in a management or supervisory role
• Strong understanding of insurance claims processes and lifecycle management
• Proven ability to manage and improve call centre KPIs
• Experience overseeing both inbound and outbound call operations
• Experience with CRM systems and call centre tools
• Excellent spoken and written English
• Ability to work aligned with Central Standard Time (9 AM – 5 PM)
• Prior experience in vehicle insurance, automotive claims, or automotive repair is preferred

Benefits

• Competitive salary based on experience
• 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