Customer Service Center Manager

About us

SeaHarbor Insurance, based in Dallas, is a rapidly growing provider of personal

automobile insurance across Texas. Founded in 2017, our company has achieved

remarkable success and is committed to delivering exceptional service to our

customers.

Position: Customer Service Center Manager

Job Summary

We are looking for a highly motivated and experienced Customer Service Center

Manager to oversee our policy and customer service teams, driving operational

excellence and ensuring sustained profitability in a dynamic market. This role

encompasses managing daily operations, optimizing processes, and leading our policy

and customer service teams servicing claims, underwriting, first notice of loss (FNOL),

and mail processing.

Responsibilities

• Team Leadership & Development:

o Lead, train, and manage customer service personnel, ensuring proper

staffing and coverage for phone and chat queues, mail processing, and

administrative functions.

o Continuously monitor performance metrics and quality standards,

identifying trends and providing ongoing mentoring, coaching, and

performance management.

o Administer team training, identify gaps, and collaborate on training

material development.

• Queue & Workflow Management:

o Oversee call center dashboards, managing multiple telephone and chat

queues (e.g., FNOL, claims, and underwriting).

o Monitor hold times and reallocate resources to maintain consistent service

levels.

• Quality & Compliance:

o Conduct regular reviews of phone calls and chats, live or recorded, to

ensure compliance with quality standards.

o Perform periodic audits, providing constructive feedback and coaching as

needed.

• Process Optimization:

o Collaborate with business team leaders to align customer service

processes with evolving business requirements.

o Recommend and implement process improvements to enhance efficiency

and customer satisfaction.

• Customer Escalation Management:

o Handle and resolve escalated service calls, working with relevant teams to

address customer concerns and suggest long-term solutions.

• Administrative Oversight:

o Manage timekeeping, approve PTO requests, and serve as a liaison with

HR on personnel matters.

Requirements

• Bachelor’s or associate’s degree (or equivalent experience).
• Biligual (Spanish) required.
• 5 years of leadership experience in call center management (insurance industry
• experience preferred).
• Strong analytical, decision-making, and problem-solving skills.
• Proficiency in call center management tools (phone/chat queue systems).
• Experience with policy/claims administration software or similar platforms.
• Excellent communication and interpersonal skills, with a proven ability to
• collaborate across departments.
• Track record of leading change, driving results, and innovating processes in fast-
• paced environments.

The above statements are intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Pay: $50,000.00 to $65,000.00 per year

Benefits:

• Health insurance

• Life insurance

• Paid time off

• Vision insurance

• Paid holidays

• Dental insurance

• Disability insurance

• Flexible spending account

• 401(k)

Ability to Commute:

• Dallas, TX 75234 (Required)

Ability to Relocate:

• Dallas, TX 75234: Relocate before starting work (Required)

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Shift:

• 8 hour shift

Application Question(s):

• Will you now or in the future require sponsorship to work in the united states?

Experience:

• call center management: 5 years (Required)

Language:

• Spanish (Required)

Ability to Commute:

• Dallas, TX 75234 (Required)

Work Location: In person

Salary : $50,000 - $65,000