Remote Call Center Lead — Claims & Customer Experience

Secure IQ Services; Polska; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Structured hours

Competitive salary

Job summary

Secure IQ Services is seeking a Call Centre Manager to lead customer care operations and oversee end-to-end insurance claims handling in a vehicle-focused environment. This hands-on leadership role requires coordinating teams across regions, driving KPI improvements, and ensuring fast, accurate claims processing while maintaining high customer trust.

The role is fully remote with working hours aligned to Central Standard Time (9 AM – 5 PM CST).

Qualifications

• 3–6+ years 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.

Responsibilities

• Lead customer care operations and claims handling.
• Coordinate cross-functional teams to ensure smooth handoffs and efficient workflows.
• Monitor and improve call centre KPIs such as response times and CSAT.
• Escalate complex cases and maintain quality in customer interactions.

Skills

Call centre ops

People leadership

Customer care

KPI tracking

English fluency

Cross-functional

Process improvement

Remote team mgmt

Escalation handling

Stakeholder communication

Tools

CRM systems

Call centre tools

Workflow tracking

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.

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.

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