Manager, Call Center

Overview

We are looking for an experienced call center manager to supervise daily operations and personnel. To excel in this role, you must be organized, reliable, and a results‑driven professional. You must have a practical mind to solve problems on the spot partnered with the ability to build and maintain a positive culture within the call center. As a call center manager, you must have excellent customer service and communication skills.

Position Title:

Call Center Manager
Department:
Support

Reports To:

Customer Service Director
Job Type: Full‑time, Salary

Location:

Phoenix, AZ office

• Support a team of customer service professionals in all day‑to‑day responsibilities, including answering phone calls, emails and following up on cases.
• Coach call center staff through challenging customer service issues
• Analyze call center data and prepare reports for upper management
• Evaluate staff effectiveness and performance
• Ensure staff members are achieving desired service levels and take corrective action, as needed
• Lead team meetings
• Prepare work schedules
• Be an escalation point for onsite employees
• Minor facility operation and administrative tasks

• Ability to prioritize multiple tasks and issues while remaining 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

• Degree in Business, Communications, or Associates degree with commensurate experience
• Minimum 2 years of call center experience
• Thorough knowledge of Windows, including Excel and Word, required
• Salesforce or other CRM application knowledge preferred
• Insurance experience is preferred
• Experience managing blend of staff of employees and contractors
• Bi‑lingual preferred

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self‑starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

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:
One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi‑channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.