Operations Manager, Insurance Call Center

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. About The Role: Leads end-to-end customer support center operations, managing teams of Associate Managers and analysts 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 will partner closely with the Contact Center Operation Leadership team, serving as a trusted advisor across accounts. 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. What You´ll Do Oversee day-to-day contact center operations, ensuring delivery against SLAs, KPIs, and quality standards Drive measurable results across people, process, and technology pillars: People: Build, develop, and retain high-performing teams through coaching and performance management Process: Standardize, optimize, and continuously improve workflows to drive efficiency and quality Technology: Leverage tools, automation, and AI to enhance productivity and customer outcomes Serve as a strategic advisor to Operations leadership, providing insights, recommendations, and execution support across all accounts Partner directly with leadership to translate strategy into execution, ensuring alignment across global delivery teams Work together with WFM Manager regarding staffing and workforce utilization aligned to demand and financial targets Improve customer experience through data-driven insights, feedback loops, and root cause analysis Ensure adherence to regulatory, client, and internal compliance requirements Drive cross-region consistency and best practice adoption (Americas, Canada, Costa Rica, Philippines) Identify and implement automation, AI, and transformation initiatives to improve efficiency, quality, and scalability Who You Are: Bachelor’s degree (Business, Technology, or related field preferred) or equivalent Must be legally authorized to work in US without requiring sponsorship now nor in the future 5+ years of BPO/BPS Operations contact center experience 10+ years in a leadership role managing teams within contact center environment Experience in multi-channel support environments and contact center technologies Exposure to financial services / Life & Annuity BPS/BPO operations Experience working in compliance-driven environments (e.g., regulatory, audit, risk frameworks) Familiarity with AI and automation tools for contact center optimization 1. Operational Excellence & KPI Management Manages SLAs, AHT, quality, and productivity metrics Uses data and dashboards to drive performance and accountability 2. Leadership & People Development Builds high-performing teams through coaching, development, and succession planning Creates a culture of accountability, engagement, and continuous improvement 3. Customer Experience & Service Delivery Drives improvements in customer satisfaction, first-call resolution, and overall experience Translates insights into actionable change initiatives 4. Workforce & Resource Optimization Aligns capacity planning and staffing models to business demand Maximize efficiency through effective workforce strategies 5. Strategic Thinking, Compliance & Innovation Operates effectively in compliance-driven environments Leverages AI, automation, and digital tools to modernize contact center operations Anticipates business needs and drives forward-looking solutions Work Environment Hiring in Nashville, TN Hybrid mode preferable If you are within 25 miles of a DXC office, you´ll be expected to work hybrid mode twice a week 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. 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