Manager, Customer Support – Agency Operations

Berkshire Hathaway GUARD Insurance Companies

. Lead, coach, and develop supervisors and frontline representatives .

Posted 10/28/2026full-timeWilkes-Barre • Pennsylvania • United StatesMid-LevelSenior💰 $60,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading contact center operations, focusing on performance metrics, quality assurance, and customer satisfaction. Proficient in leveraging analytics and technology to enhance service delivery and operational efficiency within the insurance industry.

Highest-signal resume keywords

Contact Center Operations ManagementPerformance Metrics AnalysisLeadership in Customer ServiceQuality Assurance and CoachingInsurance Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MetricsProcess ImprovementWorkforce ManagementQuality ProgramsAnalyticsAutomationAI-Enabled Service ToolsCRM PlatformsContact Center PlatformsMicrosoft Office

Soft Skills

Excellent CommunicationProblem-SolvingDecision-MakingCollaborationAbility to Manage Multiple Priorities

Tools & Technologies

Contact Center TechnologyReporting ToolsSelf-Service SolutionsDigital ChannelsVoice Channels

Certifications & Qualifications

LeanSix SigmaCOPCInsurance Designations

Industry Keywords

Insurance IndustryProperty & CasualtyPolicy LifecycleBillingUnderwriting SupportClaims RoutingB2B Service Operation

About the role

Key responsibilities & impact

Lead, coach, and develop supervisors and frontline representatives
Build a culture of accountability, collaboration, and exceptional service
Champion an agency-first service approach for agents and producers
Oversee daily contact center operations across voice and digital channels
Monitor and improve service level, speed of answer, abandonment rate, average handle time, first-contact resolution, quality, customer satisfaction, productivity, and schedule adherence
Analyze contact volume, staffing trends, quality results, agency feedback, and operational data
Partner with Underwriting, Billing, Claims, Product, Operations, Compliance, Training, and Technology
Identify root causes behind repeat contacts, transfers, escalations, and agency pain points
Oversee quality assurance, coaching, escalation management, workforce planning, and performance management
Enhance contact center technology, reporting, self-service, automation, analytics, and AI-supported capabilities
Translate operational results into insights and recommendations for senior leadership

Requirements

What you’ll need

Bachelor's degree or equivalent combination of education and experience
5+ years of customer service or contact center experience
3+ years of leadership experience managing supervisors or frontline teams
Strong experience with performance metrics, coaching, quality programs, and process improvement
Excellent communication, problem-solving, and decision-making skills
Ability to manage multiple priorities in a fast-paced environment
Experience with CRM, contact center platforms, reporting tools, and Microsoft Office
Insurance industry experience, preferably Property & Casualty
Knowledge of the insurance policy lifecycle, including policy servicing, billing, underwriting support, producer service, and claims routing
Experience leading an agency, broker, producer, or other B2B service operation
Experience with workforce management, quality assurance, analytics, automation, or AI-enabled service tools
Lean, Six Sigma, COPC, insurance designations, or similar certifications

Benefits

Comp & perks

Competitive pay
Generous PTO
Medical, dental & vision starting day one
401(k)
Tuition reimbursement
Longevity bonuses
Hybrid schedule: 2 days remote / 3 in-office