Operations Manager

Chubb • Readington Township, NJ

3d

About The Position

The Contact Center Operations Manager is responsible for leading and managing the daily operations of our customer service call center teams, including direct supervision of a team of supervisors. You will work closely with the contact center leadership team to ensure consistency in service delivery, operational processes, and performance standards across all teams. A critical aspect of this role is overseeing real-time management of call center dashboards and queues, monitoring service levels, and making necessary staffing adjustments to ensure optimal coverage and customer satisfaction. The ideal candidate will possess strong analytical skills and demonstrated experience in interpreting operational data to drive immediate, effective decisions. This role oversees both in-office and remote staff, ensuring high performance and alignment with Chubb’s strategic goals.
Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.

Requirements

• strong analytical skills
• demonstrated experience in interpreting operational data to drive immediate, effective decisions

Responsibilities

• Oversee the day-to-day operations of the customer service call center, ensuring efficient handling of inbound and outbound customer interactions.
• Directly manage and mentor a team of supervisors, ensuring they are equipped to lead their respective teams effectively.
• Monitor call center dashboards and queues in real time, proactively identifying trends, bottlenecks, and service level risks.
• Review and interpret operational data and key metrics to make immediate staffing adjustments—such as reallocating resources, adjusting schedules, or activating contingency plans—to maintain service level agreements (SLAs) and minimize customer wait times.
• Work closely with the contact center leadership team to ensure consistency in policies, procedures, and performance expectations across all teams.
• Collaborate with department managers and leaders to manage operational costs, staffing levels, and expense monitoring.
• Provide recommendations for process improvements and staffing allocations to enhance service delivery and productivity.
• Lead, coach, and develop supervisors and their teams, fostering a culture of innovation, accountability, and continuous improvement.
• Administer performance reviews, set clear goals, and provide ongoing feedback and development plans for supervisors and direct reports.
• Promote cross-training and skill development by partnering with trainers to implement comprehensive training programs.
• Serve as a role model, promoting Chubb’s values and encouraging creativity and initiative.
• Ensure delivery of high-quality customer service by working closely with supervisors, underwriters, marketing, and other business partners.
• Respond to and implement workflows for ad hoc requests, special projects, and support for other units as needed.
• Evaluate service standards, metrics, and processes to ensure alignment with business objectives and drive continuous improvement.
• Provide technical expertise and guidance on complex questions, issues, or projects.
• Guide the development and implementation of solutions, removing obstacles and ensuring effective execution.
• Utilize advanced analytical techniques and call center reporting tools to identify trends, solve problems, and support real-time decision-making.
• Regularly review and interpret data to recommend and implement operational changes that improve efficiency and customer experience.

What This Job Offers

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