Insurance Contact Center Lead

Job Summary

Seeking a full-time remote Insurance Contact Center Lead, the candidate will manage the design and delivery of customer-centric solutions, focusing on process architecture, agentic automation frameworks, and operational consulting within the insurance sector.

Key responsibilities

• Redesign end-to-end Customer Care Operations processes, including call, chat, and email intake, to enhance agent readiness and orchestration
• Lead client consulting engagements to re-imagine contact center functions and establish reusable process design artifacts
• Develop and implement an agentic automation deployment framework, translating business outcomes into actionable design choices and ROI cases

Required qualifications

• 5+ years of experience in Customer Care Operations and Contact Center functions within the insurance industry
• 15+ years of experience as a process architect with a focus on automation and agentic orchestration
• Strong commercial acumen with the ability to build business cases and pricing models for transformation programs
• Proven experience in solution architecture, RFP responses, and proposal development
• Familiarity with agentic frameworks, automation technologies, and cloud platforms