Operations Manager, Insurance Call Center

Job Description:

DXC Technology is a leading enterprise technology and innovation partner delivering software services and solutions to global enterprises and public sector organizations helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services Application Modernization and Industry-Specific Software Solutions DXC modernizes secures and operates some of the worlds most complex technology estates.

DXCs Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise proven software platforms and innovative AI-driven solutions. A global market leader in core insurance platforms ISB delivers solutions across policy administration claims billing analytics and digital engagement supporting Life & Annuity Property & Casualty and Specialty insurance markets. Youll directly shape how the worlds leading insurers operate by helping to transform the policy underwriting and claims systems that millions of people rely on every day.

About The Role:

We are seeking an experienced Manager Contact Center Operations to lead day-to-day customer support center operations within a complex multi-account delivery environment.

This role will lead teams of Associate Managers analysts and contact center professionals with accountability for service-level performance quality productivity customer experience workforce utilization and continuous improvement.

Working closely with Contact Center Operations leadership and cross-functional partners you will translate business and client priorities into effective operational execution. You will help ensure teams consistently meet performance objectives while identifying opportunities to improve processes leverage technology and enhance the customer experience.

The ideal candidate is a hands-on operational leader who combines strong people leadership with analytical problem-solving and a continuous improvement mindset. You will play an important role in driving consistent execution developing talent and supporting the adoption of automation and AI-enabled solutions across the contact center.

• Lead day-to-day contact center operations and ensure performance against SLAs KPIs quality standards productivity targets and customer experience objectives.
• Monitor operational performance and use data and reporting to identify trends risks and opportunities for improvement.
• Establish clear expectations and accountability for team performance.
• Conduct regular performance reviews and implement action plans to address performance gaps.
• Ensure consistent execution of client requirements operational procedures and business priorities.

• Directly manage Associate Managers analysts and/or other contact center team members.
• Coach and develop leaders to improve employee performance engagement and retention.
• Build a culture of accountability collaboration customer focus and continuous improvement.
• Identify development opportunities and support talent and succession planning.
• Recognize high performance and address performance issues in a timely and effective manner.

• Identify opportunities to improve contact center processes workflows quality and productivity.
• Use root-cause analysis to identify and resolve recurring operational and customer experience issues.
• Implement process improvements that increase efficiency consistency and service quality.
• Share and adopt best practices across teams and delivery locations.
• Support continuous improvement initiatives using structured methodologies and data-driven approaches.

• Partner with the Workforce Management Manager to align staffing and scheduling with customer demand and operational requirements.
• Monitor staffing capacity utilization productivity and service-level performance.
• Identify opportunities to improve resource utilization while maintaining customer and quality objectives.
• Support forecasting capacity planning and operational planning activities.

• Monitor customer experience metrics quality results feedback and operational trends.
• Identify root causes of customer issues and implement appropriate corrective actions.
• Drive improvements in customer satisfaction first-contact resolution quality and overall service experience.
• Ensure teams understand how operational performance directly impacts the customer.

• Partner with Contact Center Operations leadership to execute operational priorities and account objectives.
• Work closely with Workforce Management Quality Training Technology Finance HR and other functional teams.
• Collaborate with client and internal stakeholders to resolve operational issues and improve service delivery.
• Support consistency and best-practice sharing across the Americas Canada Costa Rica and the Philippines.
• Communicate operational performance challenges and improvement opportunities clearly to leadership.

• Ensure teams follow client regulatory contractual and internal policies and procedures.
• Maintain strong quality and operational controls within the contact center.
• Support audits compliance reviews and remediation activities as required.
• Promote a culture of quality risk awareness and operational discipline.

• Bachelors degree in Business Technology Operations or a related field or equivalent professional experience.
• Must be legally authorized to work in the United States without current or future employer sponsorship.
• 10 years of contact center BPO or BPS experience including significant people leadership experience.
• 5 years of experience managing contact center operations preferably in a BPO/BPS environment.
• Demonstrated experience managing managers team leaders or other operational leadership roles.
• Strong understanding of contact center KPIs including SLAs AHT quality productivity customer satisfaction and service-level performance.
• Experience working in multi-channel customer support environments and with contact center technologies.
• Experience working in regulated or compliance-driven environments.
• Strong analytical problem-solving communication and decision-making skills.
• Demonstrated experience implementing process improvements and driving operational performance.

• Experience supporting Financial Services or Life & Annuity insurance operations.
• Experience working across multiple accounts sites or geographic locations.
• Experience with Workforce Management and capacity planning.
• Familiarity with contact center automation AI analytics and digital technologies.
• Experience with Lean Six Sigma or other continuous improvement methodologies.
• Experience working with global delivery teams.

• Consistently meets or exceeds SLA KPI quality and productivity objectives.
• Uses operational data to identify issues early and drive timely corrective action.
• Maintains strong execution and accountability across teams.

• Develops capable engaged and high-performing teams.
• Coaches managers and employees to achieve performance and development goals.
• Builds a culture of accountability collaboration and continuous improvement.

• Improves customer satisfaction quality and first-contact resolution.
• Uses customer feedback and operational insights to address root causes.
• Ensures teams remain focused on delivering a positive customer experience.

• Effectively aligns staffing and capacity with business demand.
• Partners with Workforce Management to optimize utilization and service levels.
• Balances operational requirements with productivity and cost objectives.

• Identifies and implements practical improvements to processes and workflows.
• Supports the adoption of automation AI and technology solutions.
• Measures results and uses lessons learned to drive ongoing improvement.

• Maintains adherence to regulatory client contractual and internal requirements.
• Promotes strong quality and risk-management practices.
• Ensures operational controls are consistently followed.

At DXC youll have the opportunity to lead teams at the intersection of technology insurance customer experience and AI-driven transformation.

Youll work with experienced global teams and leading insurers to improve critical business operations develop high-performing teams and deliver meaningful outcomes for customers.

This is an opportunity to make a direct impact on operational performance while building your leadership experience within a global technology and insurance organization.

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States Guam or Puerto Rico

DXC Technology Company (DXC) is anEqual Opportunity employer. All qualified candidates will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability pregnancy veteran status genetic information citizenship status or any other basis prohibited by law. View postings below .

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