United Automobile Insurance Company · 16 hours ago
Auto Claims Call Center Manager
United States
Full-time
Remote
Mid, Senior Level
3+ years expUnited Automobile Insurance Company is an innovative and established organization looking for a Call Center Manager to join our team. The Call Center Manager leads a team responsible for inbound and outbound interactions related to policy servicing, claims intake, customer inquiries, and escalations, ensuring operational excellence and a customer-centric culture.
Auto InsuranceAutomotiveInsurance
No H1B
Responsibilities
Drive a metrics-based performance culture through mastery of key KPIs, including average speed of answer, handle time, first call resolution, customer satisfaction (CSAT), abandonment rate, and utilization
Design and maintain efficient staffing models, scheduling, and call volume forecasting to balance service levels, quality, and cost
Champion continuous process improvement initiatives to eliminate inefficiencies and enhance the overall customer experience
Develop, coach, and empower frontline supervisors and team leads to drive accountability, engagement, and high performance
Foster a coaching-based environment that emphasizes consistent feedback, recognition, and skill development
Lead with empathy and emotional intelligence, particularly in fast-paced, high-pressure environments
Integrate voice-of-customer (VoC) insights into daily operations and strategic decisions
Ensure every representative demonstrates empathy, professionalism, regulatory compliance, and alignment with the company’s brand voice
Partner with Claims and Policy Operations leadership to streamline handoffs, reduce friction, and improve the end-to-end customer journey
Leverage call analytics, CRM data, and QA systems to identify trends and drive performance improvements
Maximize use of platforms such as Guidewire, Five9, and Salesforce Service Cloud to enhance efficiency and service quality
Advocate for digital transformation initiatives, including AI chat, self-service options, and call deflection strategies
Ensure adherence to all state, federal, and industry regulations, including insurance and call recording requirements
Standardize QA processes to promote accuracy, professionalism, and empathy in every interaction
Conduct regular audits to ensure documentation quality, data integrity, and compliance with internal policies
Collaborate effectively with teams across Claims, Underwriting, IT, and other departments to close operational gaps
Provide actionable insights to senior leadership based on customer trends, root cause analysis, and performance data
Support enterprise change management initiatives to enhance service delivery and operational scalability
Manage departmental budgets, overtime, and vendor spend with fiscal discipline
Develop and present ROI analyses for staffing adjustments, technology investments, and process improvements
Qualification
Required
3-5 years of call center management experience, preferably in an insurance customer service environment
Strong analytical and organizational skills
Proven ability to lead large, high volume service teams
Customer first mindset with empathy and professionalism
Proficient in Word, Excel, Windows-based applications, internet usage, call center platforms, claims management systems, and reporting tools
Ability to work independently, making sound judgments
Preferred
Bachelor's degree in insurance, risk management, or a related field
Bilingual preferred (English/Spanish)
Benefits
401(k) Retirement Savings Plan with employer match.
Comprehensive Medical, Prescription Drug, Vision, and Dental Insurance
Paid Time Off, Holidays, and Leave programs.
Flexible spending accounts
Basic Life Insurance and Voluntary Life/ADD
Short Term and Long-Term Disability
Company
United Automobile Insurance Company
Provide a high quality and low cost insurance product to the non-standard automobile insurance market.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$45MKey Investors
Victory Park Capital
2018-04-26Series Unknown· $45M
Leadership Team
Ivonne Mena Cossio, SHRM-CP
Chief Human Resources Officer
Jim Sutton
Chief Product Officer
Recent News
2025-08-26
2024-04-06
Company data provided by crunchbase