Contact Center Mgr

California Casualty is seeking an experienced and strategic Contact Center Manager to lead Contact Center Operations, workforce optimization, technology initiatives, and operational strategy that drive exceptional customer experiences and business results.

In this role, you'll partner with Contact Center leadership, IT, vendors, and cross-functional stakeholders to enhance service delivery, implement technology solutions, improve operational efficiency, and support workforce planning. Using business analytics and performance metrics, you'll help shape operational readiness, optimize resources, and drive continuous improvement across the Contact Center.

Why Join California Casualty?

At California Casualty, doing the right thing guides everything we do. We act with integrity, support one another, and stay focused on serving those who depend on us. As part of the insurance industry, you will help protect the educators, peace officers, firefighters, and nurses who serve our communities every day. Our employee promise is to create an environment where your work matters, your voice is valued, and you are empowered to grow, contribute, and make a meaningful impact every day.

Join a collaborative organization where innovation is encouraged, leadership is valued, and continuous improvement drives success.

What You'll Do

• Lead Contact Center Operations and operational strategy initiatives.
• Drive process improvement and operational excellence programs.
• Oversee workforce management, workforce planning, forecasting, and staffing alignment.
• Manage contact center vendor relationships and performance standards.
• Leverage business analytics, reporting, and performance metrics to support data-driven decision-making.
• Lead the evaluation and implementation of contact center technology solutions and system enhancements.
• Partner with IT and business leaders to improve operational effectiveness and service delivery.
• Support operational readiness and scalable solutions that meet evolving customer and business needs.

What You'll Bring

Required Qualifications

• 7+ years of contact center operations experience with progressive responsibility in operational initiatives, platform management, analytics, operational support, or leadership roles.
• 3+ years of management or leadership experience.
• Proven Property & Casualty insurance industry leadership experience with advanced knowledge of end-to-end insurance operations, enterprise financial metrics, underwriting profitability, expense management, and strategic drivers of organizational performance.
• Experience utilizing CRM platforms for customer service, sales operations, reporting, workflow management, and performance analytics.
• Experience leading technology projects and operational implementations within a contact center environment.
• Experience analyzing customer, sales, and operational performance data and presenting recommendations to leadership.

Preferred Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Experience supporting remote contact center environments
• Demonstrated experience with workforce forecasting, scheduling, capacity planning, and performance reporting.
• Experience utilizing Salesforce for customer service, sales operations, reporting, workflow management, and performance analytics.

Skills

• Product Management – including SAFe Agile development environment
• Financial and business acumen.
• Problem-solving and decision-making.
• Written and verbal communication.
• Process improvement and change management.
• Relationship building and stakeholder management.
• Advanced Microsoft Excel, reporting, and data visualization tools.

Preferred hiring/work states include Arizona, Colorado, Florida, Idaho, Kansas, Missouri, or Texas.

The salary range is $123,815–$165,110. Actual compensation will be based on job-related skills, knowledge, and experience. A comprehensive benefits package is also offered, including medical and financial benefits, paid time off (vacation, holidays, sick leave, and personal holidays), and eligibility for the company’s performance sharing plan.

Ready to Make an Impact?

If you're a strategic leader with expertise in contact center operations, workforce management, analytics, technology implementation, and process improvement, we'd love to hear from you. Join California Casualty and help shape the future of our customer experience while making a meaningful difference every day.

California Casualty is an Equal Opportunity Employer.