Operations Manager

AGENCY SERVICES CONTACT CENTER OPERATIONS MANAGER

Position Overview:

The Contact Center Operations Manager is responsible for leading and managing the daily operations of our customer service call center teams, including direct supervision of a team of supervisors. You will work closely with the contact center leadership team to ensure consistency in service delivery, operational processes, and performance standards across all teams. A critical aspect of this role is overseeing real-time management of call center dashboards and queues, monitoring service levels, and making necessary staffing adjustments to ensure optimal coverage and customer satisfaction. The ideal candidate will possess strong analytical skills and demonstrated experience in interpreting operational data to drive immediate, effective decisions. This role oversees both in-office and remote staff, ensuring high performance and alignment with Chubb’s strategic goals.

Key Responsibil...