Call Centre Manager

43 minutes ago
Full-time
Mid Level
Customer and Technical Support
Secure IQ Services

Secure IQ Services

Secure IQ Services specializes in business process outsourcing by connecting businesses globally with highly skilled offshore talent, enabling them to fill critical roles at a reduced cost compared to local labor.

IT Services

Description

  • Lead day-to-day call centre and customer care operations.
  • Oversee end-to-end insurance claims handling, including documentation, workflow visibility, and timely resolution.
  • Manage inbound and outbound call operations and service delivery across teams and regions.
  • Handle escalations, sensitive cases, and complex customer communications directly.
  • Coordinate handoffs between customer care, claims teams, repair teams, vendors, and other stakeholders.
  • Track and improve KPIs including response times, resolution rates, and customer satisfaction.
  • Manage, coach, and hold cross-functional teams accountable for performance.
  • Identify operational gaps and implement process improvements.
  • Maintain reporting and visibility across customer care and claims pipelines.

Requirements

  • 3–6+ years of call centre operations experience, including 1–2 years in a management or supervisory role.
  • Experience in vehicle insurance, automotive claims handling, or automotive repair operations preferred.
  • Strong understanding of insurance claims processes, documentation, and lifecycle management.
  • Experience handling customer escalations and sensitive cases.
  • Proven ability to manage and improve call centre KPIs.
  • Experience coordinating with automotive repair teams, vendors, or third parties.
  • Experience managing and coaching teams across multiple functions or regions.
  • Experience with CRM systems, call centre tools, and workflow tracking systems.
  • Excellent spoken and written English, strong organisation, reporting, and attention to detail.
  • Ability to work independently from 9 AM–5 PM Central Standard Time.

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 visibility into business operations and customer experience.

Interested in this position?

Apply directly on the company website

Apply Now

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