Call Centre Manager

Hire with Reef; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Fully remote

Job summary

Hire with Reef is seeking a Call Centre Manager to lead customer care operations and end-to-end insurance claims handling within a vehicle-focused environment. You’ll drive performance, coach teams, and ensure timely, accurate service that earns customer trust.

This hands-on leader will own call centre KPIs, oversee inbound and outbound activity, and coordinate across customer care, claims processing, and repair partners to smooth handoffs.

Qualifications

• 3–6+ years in call centre operations, with 1–2 years in a management or supervisory role.
• Preferred: experience in vehicle insurance, automotive claims handling, or automotive repair operations.
• Strong understanding of insurance claims processes, documentation, and lifecycle management.
• Comfortable handling escalations and sensitive customer cases.
• Proven ability to manage and improve call centre KPIs (response times, resolution rates, CSAT, etc.).

Responsibilities

• Lead customer care operations and end-to-end claims handling in a vehicle-focused environment.
• Own the quality of conversations and the speed/accuracy of claims processing.
• Coordinate across customer care, claims processing, and repair partners for smooth handoffs.
• Manage and coach teams across functions or regions to meet targets.
• Monitor KPIs and drive improvements in inbound and outbound call performance.
• Ensure consistency of service delivery and visibility across workflows.

Skills

Call centre operations

People management

Customer service leadership

KPIs monitoring

Inbound/outbound calls

CRM systems

English communication

Process improvement

Cross-functional coordination

Time management

Tools

CRM systems

Call centre software

Workflow tracking systems

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