Call Center Manager

Position Overview

Uni Vista Insurance is seeking an experienced and strategic Call Center Manager to oversee the overall performance, structure, and scalability of our call center operations. The Call Center Manager is responsible for ensuring operational excellence, workforce performance, compliance, and alignment with Uni Vista’s business goals. The ideal candidate will have a strong understanding of call center operations within an auto insurance environment and the ability to lead leaders, optimize processes, and drive results at scale.

• Oversee overall call center operations through Team Leads and Agent Leads, ensuring alignment with company objectives and performance standards.
• Establish operational priorities, staffing models, and performance expectations across the call center.
• Ensure consistency in execution, quality, and customer experience across all teams.

• Lead, mentor, and hold accountable Team Leads and Agent Leads for performance, engagement, and results.
• Set clear goals and expectations for leadership layers and ensure effective cascade of communication.
• Partner with HR and Training to support leadership development and succession planning.

• Own call center KPIs includes service levels, productivity, conversion, quality, and retention.
• Review dashboards and reports to identify trends, risks, and opportunities.
• Drive corrective action plans through leadership teams when performance gaps arise.

• Ensure call center operations adhere to auto insurance regulations, carrier guidelines, and Uni Vista policies.
• Maintain oversight of licensing requirements, quality assurance standards, and audit readiness.
• Partner with compliance and training teams to ensure regulatory updates are communicated and implemented.

• Identify and lead initiatives to improve workflows, call routing, scripting, and customer experience.
• Support scaling efforts including new campaigns, system implementations, and operational changes.
• Promote continuous improvement using data-driven decision-making.

• Partner with Sales, Training, Compliance, IT, and Executive Leadership to support growth initiatives.
• Align call center strategy with broader company goals and revenue objectives.

• 6+ years of call center experience, with at least 3+ years managing leaders (Managers, Team Leads, or Supervisors) including experience managing teams of 30+ CSRs.
• Strong understanding of auto insurance operations and call center sales/service environments preferred.
• Proven ability to oversee large teams and drive performance through leadership layers.
• Strong analytical skills with experience managing KPIs and operational reporting.
• Excellent leadership, communication, and decision-making skills.
• High level of organization, accountability, and strategic thinking.
• Experience working in fast-paced, high-growth environments.
• Proficiency with CRM systems, call center platforms, and Microsoft Office Suite.
• Bilingual (English/Spanish) strongly preferred.

• Call center teams consistently meet or exceed service, sales, and quality targets.
• Agents are well-coached, engaged, and demonstrate strong auto insurance knowledge.
• Customer satisfaction and retention improve as a result of efficient, high-quality interactions.
• Leadership has clear visibility into call center performance and opportunities for growth.
• The call center operates as a scalable, high-performing engine supporting Uni Vista’s rapid growth.