Contact Center Manager - State Mandated Leave Insurance

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Protective Insurance Company is seeking a dynamic and experienced Contact Center Manager to lead our Customer Experience (CX) team within the Employee Benefits Division. This role is responsible for managing a team of Customer Experience Representatives who support brokers, claimants, and individuals. The ideal candidate will be a strategic leader and day-to-day motivator, driving operational excellence, team engagement, and customer satisfaction in a fast-paced, evolving environment.

This position plays a critical role in shaping the customer journey, ensuring accurate and empathetic service delivery, and fostering a culture of accountability, innovation, and inclusion.

• Lead and inspire a high-performing contact center team, promoting a culture of inclusion, open communication, and customer focus.
• Analyze performance metrics to coach team members, recognize achievements, and manage performance effectively.
• Collaborate cross-functionally to resolve customer and employee issues, prioritizing solutions and ownership.
• Develop and implement strategies to improve customer experience, team engagement, and retention.
• Serve as the business owner for contact center process, technology, and staffing changes.
• Monitor customer feedback to identify trends and implement improvements.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Manage scheduling, workload distribution, and resource allocation for optimal efficiency.
• Provide regular performance updates and insights to senior leadership.
• Perform additional duties as assigned.

• Strong analytical skills with the ability to interpret data and prepare reports/presentations.
• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
• Excellent verbal and written communication skills.
• Proven leadership and motivational abilities in a contact center environment.
• Ability to manage multiple priorities and meet deadlines in a dynamic setting.
• Discretion and professionalism in handling confidential information.
• Familiarity with contact center technologies such as Automatic Call Distribution (ACD), workforce management, and quality monitoring tools.

• Bachelor’s degree in business management or related field combined with 3+ years of Operations leadership experience OR 5+ years of leadership experience, preferably in a contact center or customer service environment.
• High School Diploma or GED required.
• Demonstrated success in driving team performance, customer satisfaction, and operational improvements.
• Experience leading teams through change and familiarity with insurance industry standards preferred.

Employee Benefits:  

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.