Contact Center Manager

Job not on LinkedIn

🔥 12 hours ago

🌵 Arizona, Colorado, +5 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌪️ Kansas – Remote 🏰 Missouri – Remote 🤠 Texas – Remote

💵 $123.8k - $165.1k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

California Casualty

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1914

🛡️ Insurance

👥 B2C

Insurance • B2C

California Casualty is a U. S. -based insurance company that offers personal property and casualty insurance products, including auto, home, renters, and related personal coverages. The company is known for specializing in affinity relationships and serving public servants — notably educators, law enforcement, firefighters and similar groups — through targeted insurance programs and member benefits. It operates primarily as a consumer-focused insurer providing protection and risk management services to individuals and families.

📋 Description

• Lead Contact Center Operations and operational strategy initiatives • Drive process improvement and operational excellence programs • Oversee workforce management, workforce planning, forecasting, and staffing alignment • Manage contact center vendor relationships and performance standards • Leverage business analytics, reporting, and performance metrics to support data-driven decision-making • Lead the evaluation and implementation of contact center technology solutions and system enhancements • Partner with IT and business leaders to improve operational effectiveness and service delivery • Support operational readiness and scalable solutions that meet evolving customer and business needs

🎯 Requirements

• 7+ years of contact center operations experience with progressive responsibility in operational initiatives, platform management, analytics, operational support, or leadership roles • 3+ years of management or leadership experience • Proven Property & Casualty insurance industry leadership experience • Advanced knowledge of end-to-end insurance operations, enterprise financial metrics, underwriting profitability, expense management, and strategic drivers of organizational performance • Experience utilizing CRM platforms for customer service, sales operations, reporting, workflow management, and performance analytics • Experience leading technology projects and operational implementations within a contact center environment • Experience analyzing customer, sales, and operational performance data and presenting recommendations to leadership • Bachelor’s degree or equivalent combination of education and experience (preferred) • Experience supporting remote contact center environments (preferred) • Experience with workforce forecasting, scheduling, capacity planning, and performance reporting (preferred) • Experience utilizing Salesforce for customer service, sales operations, reporting, workflow management, and performance analytics (preferred) • Product Management, including SAFe Agile development environment • Financial and business acumen • Problem-solving and decision-making • Written and verbal communication • Process improvement and change management • Relationship building and stakeholder management • Advanced Microsoft Excel, reporting, and data visualization tools • Certified Call Center Manager (CCCM) or similar Contact Center certification (preferred) • SAFe Agile certification (preferred) • Certified Workforce Management Professional (CWMP) (preferred) • Preferred hiring/work states include Arizona, Colorado, Florida, Idaho, Kansas, Missouri, or Texas

🏖️ Benefits

• Comprehensive medical and financial benefits • Paid time off, including vacation, holidays, sick leave, and personal holidays • Eligibility for the company’s performance sharing plan