Manager, Insurance Call Center Operations

Job Description: DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. DXC's Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI-driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You’ll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day. Leads end-to-end customer support center operations, managing a team of Associate Managers to deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment.  This role partners closely and works hand-in-hand with the Head of BPS Contact Center Operations, serving as a trusted advisor across all aspects of the operation. The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.  Key Responsibilities  Lead day-to-day contact center operations through a team of Associate Managers, ensuring consistent execution against SLAs, KPIs, quality standards, client expectations, and operational commitments  Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business priorities  Drive a disciplined performance management operating rhythm, including metric reviews, root-cause analysis, action planning, coaching follow-up, and sustained improvement in service delivery outcomes  Monitor and improve the customer experience by leveraging feedback, call trends, quality insights, operational data, and escalation patterns to identify gaps and implement targeted improvements  Partner closely with internal and client stakeholders to optimize processes, systems, workflows, and service delivery models, ensuring scalable solutions that support operational efficiency and business growth  Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readiness  Collaborate with workforce management, quality, training, technology, and operations partners to align staffing, training, tools, and process improvements to business needs and performance objectives  Identify and lead continuous improvement opportunities that reduce defects, improve productivity, strengthen controls, enhance customer experience, and increase operational consistency across accounts  Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross-selling opportunities, and ensuring effective resource utilization    Top 5 Core Competencies  1. Operational Excellence & KPI Management  Strong ability to manage SLAs, AHT, quality, and productivity metrics  Uses data insights to drive decision-making and continuous improvement  2. Leadership & People Development  Builds high-performing teams through coaching, mentoring, and performance management  Drives accountability while fostering engagement and retention  3. Customer Experience & Service Delivery  Focus on improving end-to-end customer journeys and satisfaction outcomes  Translate customer feedback into actionable improvements  4. Workforce & Resource Optimization  Aligns staffing models to forecasted demand applying consideration to margin  Maximizes efficiency through balancing performance to goal perimeter  5. Strategic Thinking & Continuous Improvement  Oversees invoicing accuracy to ensure expected revenue aligns with invoice output and contractual requirements  Identifies opportunities for process improvement, automation, and innovation  Drives initiatives that enhance quality, efficiency, and cost effectiveness    Qualifications  Bachelor’s degree (Business, Technology, or related field preferred)  9+ years of contact center leadership experience  10+ years in a leadership role managing teams  Experience in multi-channel support environments and contact center technologies    Preferred Skills  Strong analytical and problem-solving capabilities  Excellent communication and stakeholder management skills  Ability to manage multiple priorities in a fast-paced environment  Experience driving transformation and change initiatives  At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. If you are an applicant from the United States, Guam, or Puerto Rico DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below . We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. 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