• Call Center Operations Agent

    Job Locations US-NC-Durham
    Job ID
    # of Openings
    Client Services
    Regular Full-Time
  • Overview

    The Call Center Operations Agent is responsible for managing the day to day operations of one or more call centers. The Call Center Operations Agent will perform operational aspects of the call center.


    • Perform the day to day functions of answering and responding to clients by selling and servicing insurance products in a call center.
    • Develop and administer policies and procedures that adhere to compliance and business requirements for all Call Center business engagements.
    • Oversee the tracking and management of state licenses, carrier appointments, and agent certifications with carriers as appropriate.
    • Accountable for ensuring the call centers is operating according to contract specifications.
    • Assure call centers activity is compliant.
    • Monitor call center performance, quality, review reporting, track SLA’s, uptime, and customer satisfaction metrics to improve service levels and assess training needs under the direction of the Director, Client Services.
    • Triage and resolve multi-party call center related operational issues. i.e. enrollment not found, HRA not set up, call backs, etc.
    • Ensure professional and courteous customer support services.
    • Promote a productive and positive experience with customers to ensure high quality support.
    • Oversee the development and maintenance of training and document resources for team.
    • Work across departments in support of the organization.


    • A high school degree
    • Licensed Insurance Agent, or become licensed within 30 days of hire date
    • 3 + years of call center experience
    • Build relationships at all levels of an organization.
    • Responsibility for relationships with external customers, suppliers, or partner organizations.
    • Operations management, both high level and granular.
    • Attention to detail with the ability to manage a project and ensure everything stays on track.
    • Oral and written communication skills.
    • Problem solving skills, and highly adaptable.
    • Self-motivated, able to learn quickly and research issues independently.
    • Team player.
    • Knowledge of Carrier Sales Distribution (i.e., Broker) Departments.
    • Training experience.
    • Excel skills.
    • Professional agent certifications.


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