Manager Call Center

Job Description

Position at India

Who We Are

Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the worlds most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our peopleproviding the tools, support, and opportunities they need to grow and succeed.

We dont just make bold promiseswe deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.

While our technology sets us apart, its our people who truly make the difference. At Insurity, youll collaborate with some of the most creative and knowledgeable minds in insurance techin a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.

Ready to grow your career with an industry leader Apply todaywere excited to welcome you. #UatInsurity

Whats In It For U

- Work Where You Thrive: Find a hybrid work environment that allows you to enjoy a great work life balance, stay connected and collaborative
- Generous Time Off: Our leadership believes in taking the time you need when you need it.
- Day One Health Benefits + Employer-Matched Retirement Savings: You might think these are table stakes, but we know these matter to you.
- More Than Just Core Values: Our values are fundamental in how we attract, train, and retain top talent.
- Award-Winning Onboarding Program: We set you up from the get-go to make a significant impact on Day One and follow you through your entire first year.
- Real Career Growth Opportunities: We love to promote from within with over 20% of our open roles filled through internal applicants on average.
- Mentorship Program: We support a champion culture and growth mindset by pairing you with experienced, talented leaders to help you grow personally and professionally.
- Internal Networking: Build relationships, network, collaborate, and stay connected with colleagues internally with our one-of-a kind online Coffee for Two program.
- Continuous Learning Opportunities: Own your development with your own LinkedIn Learning and Kaplan licenses.
- Employee Referral Bonus: Once you come onboard, give Insurity the biggest compliment you can give by referring someone to work here and earn a referral bonus.

Insuritys Next Call Center Manager

As the Call Center Manager, you will be responsible for overseeing the day-to-day operations of our customer support center. Youll lead a team of representatives, ensure service quality, manage staffing and performance metrics, and collaborate cross-functionally to support both internal operations and new client implementations.

What Our Call Center Manager Will Do

- Team Leadership & Development

- Hire, onboard, and train new call center representatives.
- Conduct regular team meetings and 1:1 performance review.
- Foster a high-performance, customer-focused culture within the team.

- Operations Management

- Manage daily team schedules to ensure proper phone and ticket coverage.
- Handle escalated customer issues with empathy and urgency.
- Maintain and configure call center software (add/change/remove users as needed).
- Track and optimize key call center metrics (AHT, FCR, CSAT, SLA adherence, etc.).

- Performance Monitoring & Reporting

- Monitor and analyze call volumes, ticket resolution times, and rep performance.
- Prepare and present monthly performance and operational reports to leadership.

- Cross-Functional Collaboration

- Partner with the Sales team to support smooth onboarding of new clients.
- Coordinate with product, IT, and service delivery teams to resolve recurring issues and improve support workflows.

Who Were Looking For

- Minimum 10 years of experience in call center operations, with at least 5 years in a managerial or supervisory role.
- Proven ability to lead and motivate large teams in a high-volume support environment.
- Strong hands-on experience with call center platforms and tools (e.g., Genesys, NICE, Five9, Freshcaller, Zendesk, Salesforce, or similar).
- Deep understanding of call center KPIs, operational metrics, and performance improvement strategies.
- Excellent communication, problem-solving, and decision-making skills.
- Experience working in SaaS or enterprise software support environments is a plus.

Thank you for your interest in Insurity Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.

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