3–6+ years of experience in call centre operations, with at least 1–2 years in a management or supervisory role
Preferred: Prior experience in vehicle insurance, automotive claims handling, or automotive repair operations
Strong understanding of insurance claims processes, documentation, and lifecycle management
Comfortable handling customer interactions directly, including escalations and sensitive cases
Proven ability to manage and improve call centre KPIs (response times, resolution rates, customer satisfaction, etc.)
Experience overseeing both inbound and outbound call operations
Ability to manage, coach, and hold teams accountable across multiple functions or regions
Experience coordinating with repair teams, vendors, or third parties involved in automotive services
Ability to identify operational gaps and implement process improvements quickly
Strong organisational and reporting skills - able to maintain visibility across customer care and claims pipelines
Experience with CRM systems, call centre tools, and workflow tracking systems
Excellent spoken and written English
Ability to work aligned with Central Standard Time (9 AM – 5 PM)
Self-directed operator who can run daily operations without constant oversight
High attention to detail, especially in claims handling and customer communication.