Contact Center Manager - Claims Operations
- Berkshire Hathaway GUARD
- Wilkes Barre, PA
Job Description
Overview
Good Things You Can Count On.
- Hybrid schedule: 2 days remote / 3 in‑office
- Competitive pay + generous PTO
- Medical, dental & vision starting day one
- 401(k), tuition reimbursement & longevity bonuses
Responsibilities
*We are advertising this opportunity as Contact Center Manager to align with common market terminology and help candidates find the role. Internally, this position is titled Manager, Customer Support
We're looking for an experienced Contact Center Manager to lead our claims-focused contact center operations, coach and develop team leaders, and drive service excellence. This role is responsible for ensuring customers receive timely, accurate support while improving operational performance, employee engagement, and overall efficiency.
What You'll Do
- Lead, coach, and develop supervisors and frontline representatives, establishing clear expectations for service, quality, productivity, attendance, professionalism, and compliance.
- Focus on supporting Claims Operations
- Drive performance across key service metrics, quality standards, and customer satisfaction goals
- Oversee daily contact center operations and workforce planning
- Partner with teams across Operations, Underwriting, Billing, Claims, Compliance, Training, and IT to improve processes and customer outcomes
- Manage complex customer escalations and ensure effective resolution
- Analyze performance data, identify trends, and implement continuous improvement initiatives
- Support and optimize contact center technology, reporting, and automation tools
- Foster a positive, accountable, and customer-focused culture
Qualifications
Required
- Bachelor's degree or equivalent combination of education and experience
- 5+ years of customer service or contact center experience
- 3+ years of leadership experience managing supervisors or frontline teams
- Strong experience with performance metrics, coaching, quality programs, and process improvement
- Excellent communication, problem-solving, and decision-making skills
- Ability to manage multiple priorities in a fast-paced environment
- Working knowledge of CRM, contact center platforms, reporting tools, and Microsoft Office
Preferred
- Insurance industry experience, preferably Property & Casualty
- Knowledge of customer service operations in a regulated environment
- Prior experience supporting claims operations or handling claims-related customer contacts is highly desirable.
- Experience with workforce management, quality assurance, analytics, automation, or AI-enabled service tools
- Lean, Six Sigma, COPC, insurance designations, or similar certifications
Core Competencies
- People leadership and talent development
- Operational discipline and accountability
- Customer experience and service recovery
- Data-driven decision-making
- Process improvement and change leadership
- Technology adoption and business partnership
- Clear communication and cross-functional collaboration
Salary Range:
$73,000-$112,000
In accordance with applicable pay transparency laws, the above range represents a good-faith estimate. Final compensation will be determined based on factors such as experience, credentials, geographic location, and other considerations permitted by law.
This role will be based out of our Corporate Home Office in Wilkes-Barre, PA. The successful candidate is expected to work in one of our offices 3 days per week.
Interview Integrity Notice: Berkshire Hathaway GUARD is committed to a fair and consistent hiring process. Candidates are expected to participate independently in interviews. Unauthorized recording, transcription, AI note-taking, or AI interview assistance tools may not be used during interviews without prior approval.
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