Call Centre Manager

Hire with Reef

4h • Remote

About The Position

We're looking for a Call Centre Manager to lead and optimise a high-performance support and claims operation focused on vehicle insurance and automotive services. You’ll oversee daily call centre performance, manage agents, and ensure customer interactions are handled efficiently, professionally, and in line with business standards.
This role exists to bring structure, accountability, and performance visibility to the call centre. You’ll ensure calls are handled correctly, claims are processed smoothly, and customers receive clear, timely support without issues being missed, delayed, or escalated unnecessarily. You’ll manage team output, monitor KPIs, improve processes, and act quickly when performance drops.
You’ll be responsible for building a reliable operating rhythm across inbound/outbound calls, claims handling, and repair coordination ensuring the team consistently meets service levels while maintaining accuracy and customer satisfaction. This is a hands-on management role for someone who understands insurance workflows, call centre dynamics, and how to run a tight operation.

Requirements

• 3–6+ years of experience in call centre operations
• At least 1–2 years in a management or supervisory role
• Strong experience in vehicle insurance, insurance claims management, or automotive repair coordination
• Proven ability to manage call centre KPIs (call handling time, resolution rates, customer satisfaction, etc.)
• Experience overseeing both inbound and outbound call operations
• Ability to manage, coach, and hold agents accountable to performance standards
• Strong understanding of claims processes, documentation, and customer handling in insurance environments
• Experience identifying operational gaps and implementing process improvements
• Strong organisational and reporting skills
• Experience working with CRM systems, dialers, and call centre software
• 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 documentation accuracy

Responsibilities

• Oversee daily call centre performance
• Manage agents
• Ensure customer interactions are handled efficiently, professionally, and in line with business standards
• Ensure calls are handled correctly
• Ensure claims are processed smoothly
• Ensure customers receive clear, timely support without issues being missed, delayed, or escalated unnecessarily
• Manage team output
• Monitor KPIs
• Improve processes
• Act quickly when performance drops
• Build a reliable operating rhythm across inbound/outbound calls, claims handling, and repair coordination
• Ensure the team consistently meets service levels while maintaining accuracy and customer satisfaction
• Handle escalations and resolve complex customer issues effectively
• Track performance and maintain visibility across operations

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed