Job Description
Alacrity Solutions
Call Center Manager Alacrity Solutions is a full end-to-end provider delivering streamlined insurance claims, repair, and recovery solutions. As one of the largest independent providers of insurance claims services in North America, we provide property, auto, heavy equipment, and casualty claims management services. Our staffing capabilities, temporary housing services, managed repair network, and subrogation services support a fully integrated solution for all your needs from first notice of loss through the completion of repairs. By assembling the best service providers through strategic acquisitions and relying on the right talent, Alacrity Solutions provides consistent, professional, and scalable services throughout the entire claim handling and resolution process. To learn more, visit .
The
Call Center Manager oversees the daily operations of the call center, ensuring exceptional customer service and efficient workflow. This role includes managing a team of agents, monitoring performance metrics, implementing process improvements, and fostering a positive work environment. The manager is responsible for staff training and development, scheduling, and addressing escalated customer issues.
Primary Duties include but are not limited to: (
Reasonable accommodation may be made to enable qualified individuals to perform essential functions.) - Team Leadership: Manage and mentor a team of call center agents, supervisors, and support staff to ensure optimal performance. Foster a positive and productive work environment, encouraging teamwork and continuous improvement.
- Operational Efficiency: Develop and implement processes to enhance efficiency, reduce wait times, and improve customer experience.
- Performance Monitoring: Track key metrics (e.g., call volume, resolution time, customer satisfaction) and generate reports to assess team performance.
- Training & Development: Provide ongoing training, coaching, and professional development opportunities for call center staff.
- Customer Satisfaction: Address escalated customer issues, implement feedback-driven improvements, and ensure high service quality.
- Workforce Management: Forecast call volumes, schedule shifts, and allocate resources effectively to meet business needs.
- Reporting & Analysis: Analyze data to identify patterns, areas for improvement, and opportunities for process enhancements.
- Technology & Tools: Oversee the use of call center software, call routing systems, and other communication tools to enhance productivity.
- Compliance & Policies: Ensure adherence to company policies, industry regulations, and data security best practices.
Skills & Requirements: - Bachelor’s degree in business administration, management, or a related field (preferred).
- 5+ years of experience in a call center environment, with at least 3 years in a supervisory or managerial role.
- Experience managing call center operations, including workforce planning, scheduling, and resource allocation.
- Prior experience in the property or auto insurance industry is highly desirable.
- Certification in call center management (e.g., CCMP) or relevant insurance credentials (e.g., CPCU, AINS) is a plus.
- Flexibility to work extended hours or adjust schedules during emergencies or high-demand periods.
Supervisory Responsibilities: - Manage and oversee a staff of 50+ representatives
- Provide constructive and timely performance evaluations.
- Handle discipline and termination of employees in accordance with company policy.
- Clearly and concisely communicate the region’s performance against the departmental objectives.
Physical & Mental Demands: The physical demands described here are representative and must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
- While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is occasionally required to stand, walk, and use hands to handle or feel.
- Ability to read, analyze, and interpret financial reports, and legal documents, and respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Starting salary range: Job Specifics: - In Office (Irving, TX)
- Full-Time (M-F, 8am-5pm) and other hours as needed
Travel Required: Why Choose Alacrity?: - Benefits Package including: Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, and an Employee Assistance Program
- HSA Bank with selection of High Deductible Health Plan
- 401K plan options
- Paid Time Off Accruals
- Paid Holidays
Affirmative Action/EEO Statement Alacrity is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.
How Long We Retain Personal Information: We will keep your personal information for as long as necessary to fulfill legitimate business purposes and in accordance with applicable laws.
Job Tags
Holiday work, Full time, Temporary work, Shift work,