Operations Manager, Insurance Call Center

DXC Technology Inc.; Bellevue (WA); On-site; USD 150,000 - 190,000; Full time

Job summary

DXC Technology Inc. is seeking a Manager of Contact Center Operations to lead day-to-day customer support for a complex, multi-account delivery environment. You will manage Associate Managers, analysts, and staff, drive SLA attainment, and push continuous improvement using data and automation.

The role emphasizes strong people leadership, cross-functional collaboration, and the adoption of AI-enabled solutions to enhance customer experience and operational efficiency across locations.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 10+ years of contact center, BPO, or BPS experience with significant people leadership.
• 5+ years of experience managing contact center operations in a BPO/BPS environment.
• Strong understanding of contact center KPIs (SLAs, AHT, quality, productivity, CSAT).

Responsibilities

• Lead day-to-day contact center operations across multiple accounts.
• Manage Associate Managers and analysts; drive performance improvements.
• Set expectations, conduct reviews, and address performance gaps.
• Identify process improvements; apply data-driven problem solving.
• Collaborate with Workforce Management to align staffing with demand.
• Enhance customer experience through quality and operational controls.

Education

Bachelor’s degree or equivalent professional experience

Tools

Contact center software

Workforce Management

Automation/AI tools

Quality monitoring tools

Job description

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.About The Role:We are seeking an experienced Manager, Contact Center Operations to lead day-to-day customer support center operations within a complex, multi-account delivery environment.This role will lead teams of Associate Managers, analysts, and contact center professionals, with accountability for service-level performance, quality, productivity, customer experience, workforce utilization, and continuous improvement.Working closely with Contact Center Operations leadership and cross-functional partners, you will translate business and client priorities into effective operational execution. You will help ensure teams consistently meet performance objectives while identifying opportunities to improve processes, leverage technology, and enhance the customer experience.The ideal candidate is a hands-on operational leader who combines strong people leadership with analytical problem-solving and a continuous improvement mindset. You will play an important role in driving consistent execution, developing talent, and supporting the adoption of automation and AI-enabled solutions across the contact center.What You’ll DoManage Operational PerformanceLead day-to-day contact center operations and ensure performance against SLAs, KPIs, quality standards, productivity targets, and customer experience objectives.Monitor operational performance and use data and reporting to identify trends, risks, and opportunities for improvement.Establish clear expectations and accountability for team performance.Conduct regular performance reviews and implement action plans to address performance gaps.Ensure consistent execution of client requirements, operational procedures, and business priorities.Lead and Develop TeamsDirectly manage Associate Managers, analysts, and/or other contact center team members.Coach and develop leaders to improve employee performance, engagement, and retention.Build a culture of accountability, collaboration, customer focus, and continuous improvement.Identify development opportunities and support talent and succession planning.Recognize high performance and address performance issues in a timely and effective manner.Drive Process ImprovementIdentify opportunities to improve contact center processes, workflows, quality, and productivity.Use root-cause analysis to identify and resolve recurring operational and customer experience issues.Implement process improvements that increase efficiency, consistency, and service quality.Share and adopt best practices across teams and delivery locations.Support continuous improvement initiatives using structured methodologies and data-driven approaches.Support Workforce and Resource OptimizationPartner with the Workforce Management Manager to align staffing and scheduling with customer demand and operational requirements.Monitor staffing, capacity, utilization, productivity, and service-level performance.Identify opportunities to improve resource utilization while maintaining customer and quality objectives.Support forecasting, capacity planning, and operational planning activities.Improve Customer ExperienceMonitor customer experience metrics, quality results, feedback, and operational trends.Identify root causes of customer issues and implement appropriate corrective actions.Drive improvements in customer satisfaction, first-contact resolution, quality, and overall service experience.Ensure teams understand how operational performance directly impacts the customer.Collaborate Across TeamsPartner with Contact Center Operations leadership to execute operational priorities and account objectives.Work closely with Workforce Management, Quality, Training, Technology, Finance, HR, and other functional teams.Collaborate with client and internal stakeholders to resolve operational issues and improve service delivery.Support consistency and best-practice sharing across the Americas, Canada, Costa Rica, and the Philippines.Communicate operational performance, challenges, and improvement opportunities clearly to leadership.Maintain Compliance & Operational ControlsEnsure teams follow client, regulatory, contractual, and internal policies and procedures.Maintain strong quality and operational controls within the contact center.Support audits, compliance reviews, and remediation activities as required.Promote a culture of quality, risk awareness, and operational discipline.What You’ll BringRequired QualificationsBachelor’s degree in Business, Technology, Operations, or a related field, or equivalent professional experience.Must be legally authorized to work in the United States without current or future employer sponsorship.10+ years of contact center, BPO, or BPS experience, including significant people leadership experience.5+ years of experience managing contact center operations, preferably in a BPO/BPS environment.Demonstrated experience managing managers, team leaders, or other operational leadership roles.Strong understanding of contact center KPIs, including SLAs, AHT, quality, productivity, customer satisfaction, and service-level performance.Experience working in multi-channel customer support environments and with contact center technologies.Experience working in regulated or compliance-driven environments.Strong analytical, problem-solving, communication, and decision-making skills.Demonstrated experience implementing process improvements and driving operational performance.Preferred QualificationsExperience supporting Financial Services or Life & Annuity insurance operations.Experience working across multiple accounts, sites, or geographic locations.Experience with Workforce Management and capacity planning.Familiarity with contact center automation, AI, analytics, and digital technologies.Experience with Lean, Six Sigma, or other continuous improvement methodologies.Experience working with global delivery teams.What Success Looks LikeOperational ExcellenceConsistently meets or exceeds SLA, KPI, quality, and productivity objectives.Uses operational data to identify issues early and drive timely corrective action.Maintains strong execution and accountability across teams.People LeadershipDevelops capable, engaged, and high-performing teams.Coaches managers and employees to achieve performance and development goals.Builds a culture of accountability, collaboration, and continuous improvement.Customer ExperienceImproves customer satisfaction, quality, and first-contact resolution.Uses customer feedback and operational insights to address root causes.Ensures teams remain focused on delivering a positive customer experience.Workforce & Resource ManagementEffectively aligns staffing and capacity with business demand.Partners with Workforce Management to optimize utilization and service levels.Balances operational requirements with productivity and cost objectives.Continuous Improvement & InnovationIdentifies and implements practical improvements to processes and workflows.Supports the adoption of automation, AI, and technology solutions.Measures results and uses lessons learned to drive ongoing improvement.Compliance & QualityMaintains adherence to regulatory, client, contractual, and internal requirements.Promotes strong quality and risk-management practices.Ensures operational controls are consistently followed.Why Join DXC?At DXC, you’ll have the opportunity to lead teams at the intersection of technology, insurance, customer experience, and AI-driven transformation.You’ll work with experienced global teams and leading insurers to improve critical business operations, develop high-performing teams, and deliver meaningful outcomes for customers.This is an opportunity to make a direct impact on operational performance while building your leadership experience within a global technology and insurance organization.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 RicoDXC 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. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.Postings LinkDisability AccommodationsIf you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.Please note: DXC will respond only to requests for accommodations due to a disability.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.