Manager, Insurance Call Center Operations

Job description

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 world's most complex technology estates. DXC's 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. You’ll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day. Leads end- to- end customer support center operations, managing a team of Associate Managers to deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment. This role partners closely and works hand-in-hand with the Head of BPS Contact Center Operations, serving as a trusted advisor across all aspects of the operation . The role is critical in driving results through the alignment of people, processes, and technology , ensuring consistent execution of strategic priorities and operational excellence at scale. Key Responsibilities Lead day-to-day contact center operations through a team of Associate Managers, ensuring consistent execution against SLAs, KPIs, quality standards, client expectations, and operational commitments Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business priorities Drive a disciplined performance management operating rhythm, including metric reviews, root-cause analysis, action planning, coaching follow-up, and sustained improvement in service delivery outcomes Monitor and improve the customer experience by leveraging feedback, call trends, quality insights, operational data, and escalation patterns to identify gaps and implement targeted improvements Partner closely with internal and client stakeholders to optimize processes, systems, workflows, and service delivery models, ensuring scalable solutions that support operational efficiency and business growth Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readiness Collaborate with workforce management, quality, training, technology, and operations partners to align staffing, training, tools, and process improvements to business needs and performance objectives Identify and lead continuous improvement opportunities that reduce defects, improve productivity, strengthen controls, enhance customer experience, and increase operational consistency across accounts Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross- selling opportunities, and ensuring effective resource utilization Top 5 Core Competencies 1. Operational Excellence & KPI Management Strong ability to manage SLAs, AHT, quality, and productivity metrics Uses data insights to drive decision-making and continuous improvement 2. Leadership & People Development Builds high-performing teams through coaching, mentoring, and performance management Drives accountability while fostering engagement and retention 3. Customer Experience & Service Delivery Focus on improving end-to-end customer journeys and satisfaction outcomes Translate customer feedback into actionable improvements 4. Workforce & Resource Optimization Aligns staffing models to forecasted demand applying consideration to margin Maximizes efficiency through balancing performance to goal perimeter 5. Strategic Thinking & Continuous Improvement Oversees invoicing accuracy to ensure expected revenue aligns with invoice output and contractual requirements Identifies opportunities for process improvement, automation, and innovation Drives initiatives that enhance quality, efficiency, and cost effectiveness Qualifications Bachelor’s degree (Business, Technology, or related field preferred) 9+ years of contact center leadership experience 10 + years in a leadership role managing teams Experience in multi-channel support environments and contact center technologies Preferred Skills Strong analytical and problem-solving capabilities Excellent communication and stakeholder management skills Ability to manage multiple priorities in a fast-paced environment Experience driving transformation and change initiatives 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. We’re 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 an Equal 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 . We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below. Postings Link Disability Accommodations If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email . Please note: DXC will respond only to requests for accommodations due to a disability. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. 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