Contact Center Manager

California Casualty

. Lead Contact Center Operations and operational strategy initiatives .

Posted 10/10/2026full-timeRemote • United StatesSeniorLead💰 $123,815 - $165,110 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in leading contact center operations, focusing on process improvement, workforce management, and technology implementation. Proven ability to leverage analytics for data-driven decision-making and enhance operational effectiveness in the Property & Casualty insurance industry.

Highest-signal resume keywords

Contact Center Operations ManagementWorkforce ManagementBusiness AnalyticsCRM Platform UtilizationProperty & Casualty Insurance Leadership

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Process ImprovementOperational ExcellenceWorkforce ForecastingPerformance ReportingData VisualizationFinancial Metrics AnalysisTechnology Project LeadershipSalesforce UtilizationCapacity PlanningChange Management

Soft Skills

Problem-SolvingDecision-MakingWritten CommunicationVerbal CommunicationRelationship Building

Tools & Technologies

CRM PlatformsMicrosoft ExcelData Reporting ToolsPerformance Analytics ToolsSAFe Agile Development

Certifications & Qualifications

Certified Call Center Manager (CCCM)SAFe Agile CertificationCertified Workforce Management Professional (CWMP)

Industry Keywords

Contact Center OperationsProperty & Casualty InsuranceOperational SupportEnterprise Financial MetricsUnderwriting Profitability

About the role

Key responsibilities & impact

Lead Contact Center Operations and operational strategy initiatives
Drive process improvement and operational excellence programs
Oversee workforce management, workforce planning, forecasting, and staffing alignment
Manage contact center vendor relationships and performance standards
Leverage business analytics, reporting, and performance metrics to support data-driven decision-making
Lead the evaluation and implementation of contact center technology solutions and system enhancements
Partner with IT and business leaders to improve operational effectiveness and service delivery
Support operational readiness and scalable solutions that meet evolving customer and business needs

Requirements

What you’ll need

7+ years of contact center operations experience with progressive responsibility in operational initiatives, platform management, analytics, operational support, or leadership roles
3+ years of management or leadership experience
Proven Property & Casualty insurance industry leadership experience
Advanced knowledge of end-to-end insurance operations, enterprise financial metrics, underwriting profitability, expense management, and strategic drivers of organizational performance
Experience utilizing CRM platforms for customer service, sales operations, reporting, workflow management, and performance analytics
Experience leading technology projects and operational implementations within a contact center environment
Experience analyzing customer, sales, and operational performance data and presenting recommendations to leadership
Bachelor’s degree or equivalent combination of education and experience (preferred)
Experience supporting remote contact center environments (preferred)
Experience with workforce forecasting, scheduling, capacity planning, and performance reporting (preferred)
Experience utilizing Salesforce for customer service, sales operations, reporting, workflow management, and performance analytics (preferred)
Product Management, including SAFe Agile development environment
Financial and business acumen
Problem-solving and decision-making
Written and verbal communication
Process improvement and change management
Relationship building and stakeholder management
Advanced Microsoft Excel, reporting, and data visualization tools
Certified Call Center Manager (CCCM) or similar Contact Center certification (preferred)
SAFe Agile certification (preferred)
Certified Workforce Management Professional (CWMP) (preferred)
Preferred hiring/work states include Arizona, Colorado, Florida, Idaho, Kansas, Missouri, or Texas

Benefits

Comp & perks

Comprehensive medical and financial benefits
Paid time off, including vacation, holidays, sick leave, and personal holidays
Eligibility for the company’s performance sharing plan