Position Title: Manager, Call Center
Department: Support
Reports To: VP, Customer Support Operations
Location: 8351 E Walker Springs Lane, Suite 202, Knoxville, TN 37923
Time Zone: Eastern
Overview:
The Call Center Department Manager leads day-to-day operations while driving strategic improvements across customer experience, operational efficiency, and team performance. This role is accountable for service delivery outcomes, including KPI achievement and cross-functional collaboration, ensuring the organization delivers high-quality, cost-effective, and scalable support.
This leader is an experienced call center manager, responsible for supervising daily operations and employees, while also identifying and implementing operational improvements and owning key initiatives and projects. Success in this role requires strong organization, reliability, and a results-driven mindset.
The Call Center Manager must demonstrate strong problem-solving capabilities, with the ability to identify, document, and resolve issues in real time. Equally important is the ability to foster a positive, high-performing team culture and build effective partnerships across the business.
This role requires excellent call center acumen, communication skills, problem resolution expertise, and project management capabilities.
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.
- Minor facility operation and administrative tasks
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:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Standard indoor office setting; exposure to computer screens.
Requires repetitive motion. Substantial movements/motions of the wrists, hands, and/or fingers. 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
See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents
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.
Headquartered in Folsom, CA, 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.
Preferred
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
