Director of Engagement Center Operations – Charlotte. NC

Join a nationally recognized independent insurance agency known for delivering customized personal insurance solutions and exceptional client service as a Director of Engagement Center Operations! 

What You'll Do:

• Lead and develop high-performing customer service teams across multiple regions.

• Drive operational excellence, service quality, and customer satisfaction.

• Build strong relationships with agency owners and support business growth.

• Oversee performance management, coaching, training, and employee development.

• Lead change management initiatives, process improvements, and technology adoption.

• Partner with cross-functional teams to enhance customer experience and operational efficiency.

• Establish KPIs and leverage data, QA, and AI-driven insights to improve performance.

What We're Looking For:

• 8+ years of customer service or operations leadership experience.

• 4+ years leading teams within the Property & Casualty insurance industry.

• 2+ years managing BPO operations or outsourced service teams.

• Bachelor's degree preferred; 2-20 or P&C License (or willingness to obtain).

• Proven leader with strong coaching, communication, and relationship-building skills.

• Experience driving operational excellence, process improvements, and customer satisfaction.

• Strong analytical, problem-solving, and change management skills.