About the Chance
A leading organization in the insurance services industry is seeking an experienced Senior Manager, Contact Center Operations to lead a high-performing customer service organization supporting life insurance operations.
This leadership role is responsible for driving operational excellence, developing managers and frontline teams, ensuring exceptional customer experiences, and partnering with internal and external stakeholders to deliver outstanding service. The ideal candidate is a people-first leader with strong operational discipline, contact center expertise, and experience in regulated financial services.
Responsibilities:
Contact Center Leadership
- Lead, coach, and develop a team of contact center supervisors and/or customer service professionals.
- Foster a culture focused on accountability, engagement, continuous improvement, and customer satisfaction.
- Conduct regular coaching sessions, performance reviews, and career development discussions.
- Address performance challenges through effective coaching and leadership.

Operational Excellence




- Manage daily contact center operations, staffing, scheduling, and workforce coverage.
- Monitor service levels, productivity, quality, and key operational metrics.
- Ensure customer inquiries are resolved accurately and efficiently while meeting established service level agreements (SLAs).
- Identify operational risks and implement process improvements that enhance customer experience and team performance.

Client & Stakeholder Management
- Serve as the primary operational contact for business stakeholders regarding service delivery and escalated issues.
- Analyze operational performance, identify trends, and develop action plans to improve results.
- Collaborate with Quality Assurance, Training, Workforce Management, and other cross-functional teams to improve service delivery.

Coaching & Continuous Improvement
- Provide ongoing coaching through call reviews, quality feedback, and performance

📌 Senior Manager, Contact Center Operations (Vapi)
🏢 Confidential Employer
📍 Vapi