Licensed Operations Manager- Remote.
Sitel Corp.
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Job summary
Foundever® is hiring a P&C licensed Operations Manager to lead multiple insurance support teams in a fast-paced contact center environment.
You will drive performance, develop leaders, and ensure client satisfaction while managing budgets and regulatory requirements.
Qualifications
- Active P&C Insurance License required.
- Minimum 3+ years in Operations Manager roles within Insurance Contact Centers, BPO, CX, Agency ops, or carrier/TPA environments.
- Experience leading leaders (Supervisors, Team Managers, Coaches).
- Proven success managing Service Levels, Quality, Productivity, Attrition/Attendance, Client Satisfaction, and Financials.
- Strong analytical, coaching, communication, and leadership skills.
- Proficiency with contact center technology, workforce management, and operational reporting.
Responsibilities
- Lead and coach Supervisors, Team Managers, and frontline leaders across licensed insurance operations.
- Build accountability culture with engagement, recognition, and improvement.
- Conduct regular performance reviews and development planning.
- Develop bench strength and succession for leadership roles.
- Drive results in service levels, quality, CSAT, productivity, and compliance.
- Partner with WFM and Training to boost efficiency.
- Present operational reviews to stakeholders and manage escalations.
Skills
Education
Tools
Job description
Remote, Any Location, United States of America
Job Description:
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021
Gold Stevie Award Winner for Great Employers in 2024 and 2022
We foster an exciting culture of creativity, connection, and commitment
Read more about our culture: Foundever® Stories.
Are you a proven insurance operations leader with a current Property & Casualty (P&C) license and a passion for driving results through people, performance, and client partnerships? We are seeking an experienced P&C Licensed Operations Manager to lead multiple customer service and insurance support teams within a fast‑paced contact center environment. This role is responsible for delivering exceptional operational performance, developing frontline leadership, ensuring client satisfaction, and driving business results across licensed insurance programs. If you have experience leading large‑scale contact center operations, coaching leaders, managing insurance operations KPIs, and navigating a highly regulated environment, we want to hear from you.
- Manage and coach Supervisors, Team Managers, and frontline leaders supporting licensed insurance operations.
- Build a culture of accountability, engagement, recognition, and continuous improvement.
- Conduct regular performance reviews, leadership coaching sessions, and development planning.
- Develop bench strength and succession planning for future leadership opportunities.
- Foster a positive and inclusive work environment focused on employee growth and retention.
- Lead multiple teams supporting Property & Casualty insurance customers and policyholders.
- Ensure achievement of key business metrics, including:
- Service Level
- Quality Assurance
- Customer Satisfaction (CSAT)
- Employee Engagement
- Productivity
- Attendance
- Compliance
- Revenue and Profitability
- Analyze performance trends and implement action plans to close performance gaps.
- Partner with Workforce Management and Training teams to maximize operational efficiency.
- Build strong relationships with internal and external stakeholders.
- Prepare and present operational business reviews and performance updates.
- Drive resolution of client escalations and operational challenges.
- Support new business implementations, program launches, and operational transitions.
- Manage operational performance against budget and profitability goals.
- Support workforce forecasting and staffing strategies.
- Drive efficiencies while maintaining a high-quality customer and employee experience.
- Ensure accurate operational reporting and financial performance management.
- Maintain compliance with insurance regulations, company policies, and client requirements.
- Ensure quality monitoring programs are effectively executed.
- Lead continuous improvement initiatives through audit findings, customer feedback, and performance data.
- Promote a strong culture of compliance and ethical business practices.
- Active P&C Insurance License
- Minimum 3+ years of Operations Manager experience in:
- Insurance Contact Centers
- BPO Operations
- Customer Experience Operations
- Insurance Agency Operations
- Carrier or Third-Party Administrator (TPA) environments
- Experience leading leaders (Supervisors, Team Managers, Coaches, or equivalent)
- Demonstrated success managing:
- Service Levels
- Quality Performance
- Productivity Metrics
- Attrition and Attendance
- Client Satisfaction
- Financial Performance
- Strong analytical, coaching, communication, and leadership skills
- Proficiency with contact center technology, workforce management principles, and operational reporting
- Active Resident or Non-Resident P&C License
- Experience supporting national insurance carriers.
- Experience managing 100+ employee operations
- Multi-site, remote workforce, or work-from-home leadership experience
- Insurance sales, service, claims, or policy administration background
- Experience supporting licensed insurance agents in a high-volume contact center environment
Bachelor's Degree in Business, Management, Operations, Insurance, or related discipline preferred. Equivalent leadership experience within insurance operations may be substituted for formal education.
- Active P&C License
- Insurance leadership experience
- Large-scale operational management
- Proven client-facing experience
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
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