Manager, Call Center

Key Responsibilities

• Support a team of customer service professionals in all day-to-day responsibilities, including outbound calls, emails and following up on cases.
• Coach call center staff through performance challenges
• Analyze call center data, root cause analysis, product performance and prepare reports for upper management.
• Evaluate staff and process effectiveness and performance.
• Ensure all processes are enabling all staff members to achieve desired service levels, unit cost objectives and take corrective action, as needed
• Lead team, project and process meetings
• Prepare work schedules, process flow documentation, meeting notes, and project plans
• Develop and maintain relationships with internal and external stakeholders, including customers, vendors, and partners.

Skills & Abilities

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills
• Strong coaching and leadership skills, ability to motivate employees
• Build and maintain a positive culture within the call center to attract and retain high-quality team members
• Proficiency with technology software, including CRMs and phone systems
• Strong Analytical and problem-solving skills with a focus on data driven decision making

Education & Experience

• Degree in Business, Communications, or commensurate experience
• Minimum 2 years of call center management experience
• Proven ability to lead and develop high-performing teams
• Thorough knowledge of Windows, including Excel and Word, required
• Insurance experience is preferred

Desired Traits

• People First Mindset
• Problem Solver
• Collaborator
• Self-starter
• Demonstrates Ethical Behavior
• Strong Drive
• Team Player
• Supportive & Adaptable to Change
• Exudes a commitment to Personal & Professional Development

Physical Demands

• Standard indoor office setting
• Exposure to computer screens
• Requires repetitive motion
• Sufficient mobility to work in an office setting
• Stand or sit for prolonged periods of time
• Operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed
• Vision - See in the normal vision range with or without correction
• Hearing - Ability to hear in the normal audio range with or without corrections

Company Profile

At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept. The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely. Headquarters are located in Folsom, CA, and One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters". Join us in building the infrastructure that fulfills the promise of insurance. One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.