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Univista Insurance · 3 weeks ago

Call Center Manager

McAllen, TX

Full-time

Onsite

Senior Level

6+ years exp

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.

Insurance

Responsibilities

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

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

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

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

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

Qualification

Call center managementAuto insurance operationsKPI managementCRM proficiencyLeadership skillsAnalytical skillsBilingual (English/Spanish)Communication skillsStrategic thinkingOrganizational skills