Customer Services Technical & Support Manager

Shelter Insurance Companies•Columbia, MO

5d•$78,949 - $101,055

About The Position

Direct and oversee contact center technology, workforce management, analytics, and performance metrics in support of Customer Services operations across multiple locations. Responsible for the configuration, implementation, maintenance, and support of telephony and network systems, including integration with supporting business applications. Provide leadership to assigned staff, establish and maintain operational procedures, collaborate with internal business partners, and ensure the development and maintenance of service center reporting. Oversee scheduling administration and workload distribution across service channels and contact types, including policy service and sales, claims reporting, general inquiry, and related Customer Services functions. Develop business cases that outline project costs, service impact, and anticipated benefits for management and executive review. Lead technology initiatives that align with operational objectives and industry standards, leverage analytics to improve efficiency and service delivery, and support organizational change through structured implementation and communication.

Requirements

Strong technical skills and understanding of IP networking/telephony systems.
Demonstrates the ability to excel at understanding contact center operations and communicating complex technical solutions and issues.
Excellent communication, interpersonal, analytical, and decision-making skills.
Ability to diplomatically handle difficult situations and preserve good will.
Insurance knowledge acquired through various Shelter schools or equivalent training in another insurance environment.
Must demonstrate superior skills for planning, organizing, and technical leadership.
Typically requires a minimum 2 years management experience in a Service Center environment or equivalent.
Ability to perform the essential functions of the position, with or without a reasonable accommodation.

Nice To Haves

A thorough knowledge of insurance policy servicing, sales, claims operations, legal compliance, policy provisions and coverage is preferred.

Responsibilities

Direct and oversee contact center technology, workforce management, analytics, and performance metrics in support of Customer Services operations across multiple locations.
Responsible for the configuration, implementation, maintenance, and support of telephony and network systems, including integration with supporting business applications.
Provide leadership to assigned staff, establish and maintain operational procedures, collaborate with internal business partners, and ensure the development and maintenance of service center reporting.
Oversee scheduling administration and workload distribution across service channels and contact types, including policy service and sales, claims reporting, general inquiry, and related Customer Services functions.
Develop business cases that outline project costs, service impact, and anticipated benefits for management and executive review.
Lead technology initiatives that align with operational objectives and industry standards, leverage analytics to improve efficiency and service delivery, and support organizational change through structured implementation and communication.