Call Center Manager

McAllen, TX

Full-time

Job type

Full-time

Schedule

Salary

Position Overview

UniVista Insurance is seeking an experienced and strategic Call Center Manager to oversee the overall performance, structure, and scalability of our call center operations. The Call Center Manager is responsible for ensuring operational excellence, workforce performance, compliance, and alignment with UniVista's business goals. The ideal candidate will have a strong understanding of call center operations within an auto insurance environment and the ability to lead leaders, optimize processes, and drive results at scale.

Qualifications

Bachelor's degree in Business, Management, or a related field preferred.
6+ years of call center experience, with at least 3+ years managing leaders (Managers, Team Leads, or Supervisors).
Strong understanding of auto insurance operations and call center sales/service environments preferred.
Proven ability to oversee large teams and drive performance through leadership layers.
Strong analytical skills with experience managing KPIs and operational reporting.
Excellent leadership, communication, and decision-making skills.
High level of organization, accountability, and strategic thinking.
Proficiency with CRM systems, call center platforms, and Microsoft Office Suite.
Bilingual (English/Spanish) strongly preferred.

Key Responsibilities

Call Center Oversight & Strategy

Oversee overall call center operations through Team Leads and Agent Leads, ensuring alignment with company objectives and performance standards.
Establish operational priorities, staffing models, and performance expectations across the call center.
Ensure consistency in execution, quality, and customer experience across all teams.

Leadership of Leaders

Lead, mentor, and hold accountable Team Leads and Agent Leads for performance, engagement, and results.
Set clear goals and expectations for leadership layers and ensure effective cascade of communication.
Partner with HR and Training to support leadership development and succession planning.

Performance Management & Reporting

Own call center KPIs including service levels, productivity, conversion, quality, and retention.
Review dashboards and reports to identify trends, risks, and opportunities.
Drive corrective action plans through leadership teams when performance gaps arise.

Auto Insurance Operations & Compliance

Ensure call center operations adhere to auto insurance regulations, carrier guidelines, and UniVista policies.
Maintain oversight of licensing requirements, quality assurance standards, and audit readiness.
Partner with compliance and training teams to ensure regulatory updates are communicated and implemented.

Process Improvement & Collaboration

Identify and lead initiatives to improve workflows, call routing, scripting, and customer experience.
Support scaling efforts including new campaigns, system implementations, and operational changes.
Partner with Sales, Training, Compliance, IT, and Executive Leadership to support growth initiatives and align call center strategy with broader company goals.

Note: The above statements describe the general nature of the job and are not an exhaustive list of duties. UniVista Insurance is an equal opportunity employer. Employment is subject to qualifications, references, and background check.

Apply here

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