Univista Insurance · 8 hours ago
Call Center Manager - TX
McCallen, TX 78501
Full-time
Onsite
Mid, Senior Level
$50K/yr - $55K/yr
6+ years expUniVista 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 includes 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
Promote continuous improvement using data-driven decision-making
Partner with Sales, Training, Compliance, IT, and Executive Leadership to support growth initiatives
Align call center strategy with broader company goals and revenue objectives
Qualification
Required
6+ years of call center experience, with at least 3+ years managing leaders (Managers, Team Leads, or Supervisors) including experience managing teams of 30+ CSRs
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
Experience working in fast-paced, high-growth environments
Proficiency with CRM systems, call center platforms, and Microsoft Office Suite
Preferred
Strong understanding of auto insurance operations and call center sales/service environments preferred
Bilingual (English/Spanish) strongly preferred
Company
Univista Insurance
UniVista Insurance is an independent, family-owned, and operated franchisor of insurance-related products and services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Avance Investment Management
2025-01-13Acquired
2021-07-15Private Equity
Leadership Team
Vladimir Felipe
Chief Technology Officer
Recent News
globallegalchronicle.com
2025-02-10
2025-01-14
Company data provided by crunchbase