Boston Mutual Life Insurance · 19 hours ago
Manager - Contact Center
Canton, MA, US
Full-time
Hybrid
Mid, Senior Level
$97K/yr - $146K/yr
5+ years expBoston Mutual Life Insurance is a progressive life insurance company dedicated to providing financial peace of mind to working Americans and their families. The Manager of the Contact Center is responsible for overseeing the daily operational functions of the Contact Center team, ensuring process efficiency, regulatory compliance, client satisfaction, and staff performance.
Financial ServicesInsurance
Responsibilities
Oversee daily operations of the contact center, including inbound/outbound calls, emails, chats, and other communication channels. Ensure service levels, response times, and quality standards are consistently met. Monitor and report on key metrics such as call volume, handle time, resolution rates, and customer satisfaction
Lead, coach, and manage staff to meet performance and service level goals
Collaborate with all teams in Customer Care to ensure accurate and timely handling of all transactions and inquiries
Conduct performance reviews, quality assessments, and individual coaching meetings to support team member growth and development
Take ownership in resolution of complex issues
Develop, implement, and monitor operational procedures, workflows, standard operating procedures and internal controls
Identify and implement process improvements, automation opportunities, best practices and efficiency enhancements
Ensure compliance with state, federal, and industry regulations, including audits and licensing requirements
Maintain key relationships with customers to include policyholders and brokers, as well as business partners to ensure seamless service delivery
Track and analyze operational metrics and KPIs to report on department performance
Resolve escalated customer issues and support continuous improvement of customer experience
Participate in strategic planning and contribute to organizational growth initiatives
Qualification
Required
Bachelor's degree in Business Administration, Insurance, or a related field (Master's or MBA preferred) or equivalent work experience
5+ years of Contact Center, Customer Care or Inbound Call Center experience and 1+ years of leadership experience
Strong understanding of operational processes in life insurance
Excellent leadership, coaching, and team development skills
Proven ability to analyze data and make process-driven decisions
Strong project management and organizational abilities
Microsoft Office Suite
Excellent communication, negotiation, and problem-solving skills
Preferred
Master's or MBA
Company
Boston Mutual Life Insurance
Boston Mutual Life Insurance Company
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Grant Ward
President and COO
Recent News
2025-11-19
Company data provided by crunchbase