Call Centre Manager

Secure IQ Services; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Fully remote role

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. The role is fully remote with Central Standard Time hours (9 AM–5 PM) and involves coordinating teams across regions to ensure speedy, accurate claims processing and high-quality customer interactions.

The successful candidate will drive KPI improvements, manage escalations, and maintain visibility across claims pipelines while

Qualifications

• 3+ years in call centre operations with at least 1–2 years in a supervisory role.
• Preferred: experience in vehicle insurance or automotive claims handling.
• Strong understanding of insurance claims processes and lifecycle management.
• Ability to handle escalations and direct customer communications.

Responsibilities

• Lead customer care operations and end-to-end claims handling in a vehicle-focused environment.
• Own the quality of conversations, speed and accuracy of claims handling, and service consistency.
• Manage and coach teams across departments/regions and coordinate with repair vendors.
• Improve call centre KPIs and overall customer experience; drive process improvements.

Skills

Call centre leadership

Insurance claims knowledge

KPIs management

Cross-functional coordination

CRM systems

English fluency

Process improvement

Self-directed operations

Tools

CRM systems

Call centre tools

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.

Requirements

• 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.

Benefits

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