Call Centre Manager

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🕒 May 1

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rrreefs

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

🤝 B2B

🎯 Recruiter

🛍️ eCommerce

B2B • Recruitment • eCommerce

rrreefs is a recruitment agency specializing in connecting creative professionals, like designers and video editors, from the Philippines with businesses looking to hire top talent at reduced costs. They provide a comprehensive vetting process to ensure that only highly skilled candidates, typically with 5-10 years of experience, are presented to companies, helping to fill roles quickly—often within 14 days. With a focus on transparent pricing and a satisfaction guarantee, rrreefs aims to streamline and optimize the hiring process for marketing and creative agencies.

📋 Description

• Lead customer care operations and oversee end-to-end insurance claims handling within an automotive-focused environment. • Ensure customers are supported efficiently while claims are handled accurately and without delay. • Bring structure, visibility, and accountability to customer interactions and claims workflows. • Own the quality of conversations and speed and accuracy of claims handling. • Manage and coordinate teams across departments and regions, ensuring smooth handoffs between customer care and claims processing. • Directly involved in customer communication for escalations or complex cases.

🎯 Requirements

• 3–6+ years of experience in call centre operations, with at least 1–2 years in a management or supervisory role • Preferred: Prior experience in vehicle insurance, automotive claims handling, or automotive repair operations • Strong understanding of insurance claims processes, documentation, and lifecycle management • Comfortable handling customer interactions directly, including escalations and sensitive cases • Proven ability to manage and improve call centre KPIs (response times, resolution rates, customer satisfaction, etc.) • Experience overseeing both inbound and outbound call operations • Ability to manage, coach, and hold teams accountable across multiple functions or regions • Experience coordinating with repair teams, vendors, or third parties involved in automotive services • Ability to identify operational gaps and implement process improvements quickly • Strong organisational and reporting skills - able to maintain visibility across customer care and claims pipelines • Experience with CRM systems, call centre tools, and workflow tracking systems • Excellent spoken and written English • Ability to work aligned with Central Standard Time (9 AM – 5 PM) • Self-directed operator who can run daily operations without constant oversight • High attention to detail, especially in claims handling and customer communication.

🏖️ Benefits

• Competitive salary based on experience • Fully remote role with structured working hours • Direct ownership of call centre performance and operational outcomes. • Opportunity to build and optimise a high-functioning support and claims team. • High-impact role with clear visibility into business operations and customer experience