Role overview

Qualifications

3–6+ years of experience in call centre operations with at least 1–2 years in a management or supervisory role.
Strong understanding of insurance claims processes, documentation, and lifecycle management.
Experience overseeing both inbound and outbound call operations and proven ability to manage and improve call centre KPIs (e.g., response times, resolution rates, customer satisfaction).
Excellent spoken and written English and ability to work aligned with Central Standard Time (9 AM – 5 PM).

Responsibilities

Lead and oversee end-to-end customer care operations and insurance claims handling within an automotive-focused environment, ensuring speed, accuracy, and quality.
Own the quality of conversations, service delivery consistency, and overall performance across customer care and claims pipelines; monitor and improve KPIs.
Directly handle escalations or complex cases and coordinate cross-functional teams across departments and regions, including handoffs to repair facilities, vendors, or other stakeholders.
Identify operational gaps and implement process improvements quickly while maintaining visibility through reporting and CRM/call-center tools.

Key facts

Remote from: United States
Full time
Mid-level (2-5 years)
Call Center Agent
English

Hard skills

Escalation Management Call Center Experience Claims And Litigation Management KPI Reporting Outbound Calls Claims And Litigation Management Customer Interaction Management Microsoft Dynamics CRM Call Center Experience Inbound Calls Process Management Process Improvement Automotive Engineering Vehicle Insurance Automotive Finance Customer Centricity Stakeholder Communications

Other skills

Team Management
Accountability
Communication
Leadership
Organizational Skills
Detail Oriented
Problem Solving

About the company

Hire with Reef

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Company details

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Links

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Job description

Description
Job Title: Call Centre Manager
Location: Remote
Working Hours: Central Standard Time (9 AM – 5 PM)
Role Type: Full-Time

We're looking for a Call Centre Manager to lead customer care operations and oversee end-to-end insurance claims handling within a vehicle and automotive-focused environment. You’ll operate at the intersection of customer experience, claims processing, and operational leadership ensuring customers are supported efficiently while claims are handled accurately and without delay.

This role exists to bring structure, visibility, and accountability to both customer interactions and claims workflows. You’ll own the quality of conversations, the speed and accuracy of claims handling, and the consistency of service delivery across the business.

You’ll be directly involved in customer communication when needed particularly for escalations or complex cases, while also managing and coordinating teams across departments and regions. This includes ensuring smooth handoffs between customer care, claims processing, and any stakeholders involved in vehicle repairs or insurance workflows.

This is a hands-on leadership role for someone who understands how to run a tight operation in an automotive or vehicle insurance environment, where customer trust, speed, and accuracy are critical.

Requirements

3–6+ years of experience in call centre operations, with at least 1–2 years in a management or supervisory role
Preferred: Prior experience in vehicle insurance, automotive claims handling, or automotive repair operations
Strong understanding of insurance claims processes, documentation, and lifecycle management
Comfortable handling customer interactions directly, including escalations and sensitive cases
Proven ability to manage and improve call centre KPIs (response times, resolution rates, customer satisfaction, etc.)
Experience overseeing both inbound and outbound call operations
Ability to manage, coach, and hold teams accountable across multiple functions or regions
Experience coordinating with repair teams, vendors, or third parties involved in automotive services
Ability to identify operational gaps and implement process improvements quickly
Strong organisational and reporting skills - able to maintain visibility across customer care and claims pipelines
Experience with CRM systems, call centre tools, and workflow tracking systems
Excellent spoken and written English
Ability to work aligned with Central Standard Time (9 AM – 5 PM)
Self-directed operator who can run daily operations without constant oversight
High attention to detail, especially in claims handling and customer communication.

Benefits

Competitive salary based on experience

Fully remote role with structured working hours

Direct ownership of call centre performance and operational outcomes.

Opportunity to build and optimise a high-functioning support and claims team.

High-impact role with clear visibility into business operations and customer experience

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