Senior Manager, Customer Experience (Call Center)

Who We Are.

At We Insure Group we are passionate driven and purposeful in our mission to personalize protection at the right value. We believe in delivering tailored insurance solutions that meet each clients unique needs ensuring they feel confident and supported in every decision.

As both a franchise platform and direct insurance provider We Insure empowers like-minded entrepreneurs with the opportunity to own and operate successful agencies. With over 200 locations across 35 states we support our agency owners customers and carrier partners by enabling faster service greater efficiency better choices and improved results.

What sets us apart Were data-driven for better value and people led for better service. Our purpose is rooted in clarity guidance and long-term trust helping individuals and business owners make informed choices about their insurance coverage. Were building something meaningful and looking for purpose-driven individuals to help lead the way.

Summary:

Oversees a team of supervisors and team members within a high-volume franchise insurance call center. Responsible for service operations supporting a $400M book of business driving customer satisfaction retention and revenue growth through cross-selling and performance management.

Key Responsibilities:

• Lead coach and develop supervisors and frontline team members to achieve performance metrics.

• Able to dig into the details and learn the processes to support the team.

• Analyze data participate in call calibrations and participate in departmental reviews.

• Manage escalations and promote a professional high-performance culture.

• Oversee attendance performance reviews and team motivation.

• Recruit train and evaluate team performance.

• Ensure exceptional service and collaboration across departments.

• Use data insights to optimize service and retention strategies.

Requirements:

• Bachelors degree or equivalent experience.
• 3-5 years of experience in call center or customer service leadership including multi-layer (supervisory frontline) team management.
• Strong analytical communication and problem solving skills.
• Familiarity with contact center systems and tools (telephony platforms CRM Excel SharePoint).
• Experience with AWS Connect and Applied Epic preferred.
• Property & Casualty Producers Insurance license (or willing to obtain within 90 days ).
• Knowledge of insurance regulations in multiple states is a plus.

Additional Details:

• Travel up to 10%.

• Moderate noise work environment.

• Physical demands include sitting standing and occasional lifting (up to 15 lbs).

Our Values. The We Way.

At We Insure Group our values shape how we work how we lead and how we growtogether. Theyre more than just wordsthey guide every interaction every decision and every customer experience.

We Way Reflects Our Commitment to.

• We personalize protection at a price you can trust

• We hustle to find opportunity

• We care authentically

• We thrive in ambiguity

• We own our results

• We have fun along the way

• Andwere just getting started

Our Total Rewards.

• Medical Dental Vision Life Pet; Flexible Spending Account

• Competitive Salaries

• 401K Match

• Work-Life Balance: Personal Days PTO Days 12 Paid Holidays Two Paid Days for Volunteer Service Paid Parental Leave

• Short and Long-Term Disability

• Employee Support Programs Including Mental Health

• Tuition Reimbursement

• Matching Charitable Gift Program

• Lucrative Referral Program

This position is not able to be performed in California Colorado New York or Washington.

EEO

We Insure Group is an equal opportunity employer that does not discriminate on the basis of race color religion sex (including pregnancy sexual orientation and gender identity) national origin age disability veteran status marital status or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability

We Insure Group is committed to creating an inclusive and accessible workplace for all candidates including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process please contact our HR department at We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.

Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.