Insurance Call Center Customer Service Manager

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

We are seeking an experienced Insurance Call Center Customer Service Manager experienced in Property and Casualty and Life insurance to support complex business process outsourcing accounts. In this role, you will be responsible for managing team development, issue resolution, and monitoring the metrics and KPIs of the agents and the team.

In this role you will coordinate the work of call center insurance supervisors and agents engaged in assisting policy holders with coverage limits, claim information, and general account questions. This is a senior-level position requiring experience in the P&C industry and account management. Experience in BPO insurance contracts, call center operations, customer services and/or retention is preferred. In addition, candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic. 

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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POSITION RESPONSIBILITIES

Customer Service Managers are responsible for overseeing the day to day operations of call center insurance agents and supervisors.   In this role, you will act as the primary point of contact to the director of customer service and the MCI operations and shared services team.   

 

Key Responsibilities:

• Develop a detailed understanding of client products and services
• Conduct audits to ensure employee compliance with internal and external policies.
• Provide hands-on team leadership, problem-solving and coaching
• Manage growth and oversee the customer service operations
• Improve and strengthen existing programs
• Provide input, innovation, and support a team of supervisors and team leads
• Project management of new launches and initiatives, including process design and implementation
• Ensure program efficiency and financial performance
• Perform insurance functions as needed, including processing claims, billings, and policy changes

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? 

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Requires 5+ years of insurance experience building and managing Property and Casualty and Life insurance programs and a proven track record of inside sales management
• Bachelor's Degree in Management, Marketing, or Sales, or equivalent expeirence preferred
• Professional designation (CPCU/CIC/AAI/CISR) preferred
• Ability to work professionally in a fast-paced environment
• Proficient in Microsoft Office Suite products
• Experience managing complex business process
• Insurance sales and underwriting experience
• Risk management skills
• Effective communication skills
• Problem-solving and analytical ability
• High school diploma or equivalent

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

 

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disabili