Senior Manager, Contact Center Operations (Life Insurance)

About the Opportunity

A leading organization in the insurance services industry is seeking an experienced Senior Manager, Contact Center Operations to lead a high-performing customer service organization supporting life insurance operations.

This leadership role is responsible for driving operational excellence, developing managers and frontline teams, ensuring exceptional customer experiences, and partnering with internal and external stakeholders to deliver outstanding service. The ideal candidate is a people-first leader with strong operational discipline, contact center expertise, and experience in regulated financial services.

Responsibilities:

Contact Center Leadership

• Lead, coach, and develop a team of contact center supervisors and/or customer service professionals.
• Foster a culture focused on accountability, engagement, continuous improvement, and customer satisfaction.
• Conduct regular coaching sessions, performance reviews, and career development discussions.
• Address performance challenges through effective coaching and leadership.

Operational Excellence

• Manage daily contact center operations, staffing, scheduling, and workforce coverage.
• Monitor service levels, productivity, quality, and key operational metrics.
• Ensure customer inquiries are resolved accurately and efficiently while meeting established service level agreements (SLAs).
• Identify operational risks and implement process improvements that enhance customer experience and team performance.

Client & Stakeholder Management

• Serve as the primary operational contact for business stakeholders regarding service delivery and escalated issues.
• Analyze operational performance, identify trends, and develop action plans to improve results.
• Collaborate with Quality Assurance, Training, Workforce Management, and other cross-functional teams to improve service delivery.

Coaching & Continuous Improvement

• Provide ongoing coaching through call reviews, quality feedback, and performance observations.
• Partner with Quality Assurance to ensure adherence to regulatory requirements and internal quality standards.
• Promote a culture of learning, accountability, and continuous improvement across the organization.

Qualifications

Required

• 12+ years of professional experience, including at least 5 years leading contact center operations.
• Demonstrated success leading customer service teams in a high-volume environment.
• Strong people leadership, coaching, and talent development experience.
• Excellent communication and relationship-building skills.
• Strong analytical and problem-solving abilities.
• Experience managing service levels, workforce planning, and operational performance metrics.
• Ability to prioritize competing demands while maintaining a high level of accuracy and attention to detail.

Preferred

• Experience supporting life insurance, financial services, or another highly regulated industry.
• Experience leading operational change initiatives and process improvement efforts.
• Familiarity with quality assurance, customer experience, and contact center technologies.

What We're Looking For

The successful candidate will demonstrate:

• A passion for developing people and building engaged teams.
• Strong emotional intelligence and sound judgment.
• The ability to navigate complex operational challenges.
• A collaborative leadership style that builds trust across the organization.
• A continuous improvement mindset with a focus on delivering exceptional customer experiences.

Why Join Us

This is an opportunity to join a growing organization committed to operational excellence, innovation, and delivering exceptional experiences for customers. You'll have the chance to lead an established team, influence strategic initiatives, and make a meaningful impact within a collaborative and supportive environment.