AGENCY SERVICES CONTACT CENTER OPERATIONS MANAGER

Position Overview:

The Contact Center Operations Manager is responsible for leading and managing the daily operations of our customer service call center teams, including direct supervision of a team of supervisors. You will work closely with the contact center leadership team to ensure consistency in service delivery, operational processes, and performance standards across all teams. A critical aspect of this role is overseeing real-time management of call center dashboards and queues, monitoring service levels, and making necessary staffing adjustments to ensure optimal coverage and customer satisfaction. The ideal candidate will possess strong analytical skills and demonstrated experience in interpreting operational data to drive immediate, effective decisions. This role oversees both in-office and remote staff, ensuring high performance and alignment with Chubb’s strategic goals.

Key Responsibilities:

Call Center Operations & Leadership

Oversee the day-to-day operations of the customer service call center, ensuring efficient handling of inbound and outbound customer interactions.

Directly manage and mentor a team of supervisors, ensuring they are equipped to lead their respective teams effectively.

Monitor call center dashboards and queues in real time, proactively identifying trends, bottlenecks, and service level risks.

Review and interpret operational data and key metrics to make immediate staffing adjustments—such as reallocating resources, adjusting schedules, or activating contingency plans—to maintain service level agreements (SLAs) and minimize customer wait times.

Work closely with the contact center leadership team to ensure consistency in policies, procedures, and performance expectations across all teams.

Collaborate with department managers and leaders to manage operational costs, staffing levels, and expense monitoring.

Provide recommendations for process improvements and staffing allocations to enhance service delivery and productivity.

Supervisor and Staff Development

Lead, coach, and develop supervisors and their teams, fostering a culture of innovation, accountability, and continuous improvement.

Administer performance reviews, set clear goals, and provide ongoing feedback and development plans for supervisors and direct reports.

Promote cross-training and skill development by partnering with trainers to implement comprehensive training programs.

Serve as a role model, promoting Chubb’s values and encouraging creativity and initiative.

Service Excellence

Ensure delivery of high-quality customer service by working closely with supervisors, underwriters, marketing, and other business partners.

Respond to and implement workflows for ad hoc requests, special projects, and support for other units as needed.

Evaluate service standards, metrics, and processes to ensure alignment with business objectives and drive continuous improvement.

Technical & Analytical Support

Provide technical expertise and guidance on complex questions, issues, or projects.

Guide the development and implementation of solutions, removing obstacles and ensuring effective execution.

Utilize advanced analytical techniques and call center reporting tools to identify trends, solve problems, and support real-time decision-making.

Regularly review and interpret data to recommend and implement operational changes that improve efficiency and customer experience.

Bachelor’s degree or equivalent work experience in customer service, call center operations, or supervision required.

Prior supervisory experience required; experience managing other supervisors in a call center environment strongly preferred.

Demonstrated experience with call center dashboards, queue management, and real-time staffing adjustments.

Proven ability to review, interpret, and act on operational data and metrics in a fast-paced environment.

Contact center experience strongly preferred.

Demonstrated proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Access).

Strong customer service orientation with effective verbal and written communication skills.

Willingness to take calculated risks and try new approaches to drive innovation and improve results.

Proven ability to lead, motivate, and develop supervisors and staff in a dynamic, fast-paced environment.

Strong organizational and time management skills; ability to manage multiple priorities and projects concurrently.

Strategic thinker with advanced analytical skills and the ability to implement data-driven improvements.

Adaptable to change and able to champion enhancements that support the evolution of the contact center and operational goals.

Ability to collaborate effectively with internal and external business partners at all levels.

The pay range for the role is $90,000 to $154,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website.  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.