Call Centre Manager

5 months ago
Full-time
Senior
Customer and Technical Support

Reef / Hire with Reef

Reef is a remote hiring and recruitment business that helps companies hire pre-vetted offshore B2B sales talent quickly, typically within 14 days. It focuses on roles such as BDRs, SDRs, appointment setters, account executives, sales admins, sales managers, and head of partnerships, and markets savings versus local SDRs with placement and replacement guarantees.

Design Services
11-50

Description

  • Lead customer care operations and oversee end-to-end insurance claims handling.
  • Own the quality, speed, and accuracy of customer conversations and claims workflows.
  • Directly handle customer escalations and complex cases when needed.
  • Manage and coordinate teams across departments and regions.
  • Ensure smooth handoffs between customer care, claims processing, and vehicle repair or insurance stakeholders.
  • Monitor call centre performance and customer service outcomes.
  • Improve operational structure, visibility, and accountability across customer and claims processes.
  • Identify workflow gaps and implement process improvements.
  • Maintain reporting and oversight across customer care and claims pipelines.
  • Coach teams and hold them accountable for service delivery and operational standards.

Requirements

  • 3–6+ years of experience in call centre operations.
  • At least 1–2 years of experience 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 improve call centre KPIs such as response times, resolution rates, and customer satisfaction.
  • 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.
  • Strong organisational and reporting skills with experience using 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.
  • Structured working hours aligned to Central Standard Time.
  • 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.

Interested in this position?

Apply directly on the company website

Apply Now

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