Call Center Manager


Our company is currently in search of a Call Center Manager to lead our Verification Team in our fast-growing Columbus, Ohio office.  The Verification Team is the front line of our business, going through a dynamic application questionnaire with thousands of business owners daily to help them connect with the best commercial insurance solution for their business. 

Beyond just gathering information, the Verification Team is responsible for analysing, verifying, and conducting a hand off of both data and call between the businesses and the appropriate insurance partner.

 To be successful in this position, our Call Center Team Manager must demonstrate leading by example, understanding of call centers inner workings, call center culture, and exceptional customer service background. We are looking for a role-model.  The Call Center Manager must demonstrate a sense of accountability, responsibility, independence, sociability, confidence, self-motivation, and flexibility. This role requires extreme attention to detail and ability to manage multiple projects simultaneously. We are fast-paced. The only thing that is constant is change.


•  Lead a team of 15-20 direct reports; coach, develop, and motivate team members to ensure that they are providing an amazing customer experience during every interaction with our customers
•  Experience creating scalable scoring system to measure operators effectiveness in order to compare, promote, dismiss, or re-train
•  Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, are met
•  Drive a culture of continuous improvement, new approaches, and personal excellence
•  Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers
•  Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
•  Work constructively with other areas throughout the organization
•  Develop and audit strategies to ensure the delivery of top notch experience
•  Be an ambassador for Bold Penguin’s culture – role model our values in everything you do
•  Be a subject matter expert on your client’s needs. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions
•  Develop a structure around call center HR, recruiting, measuring, and reporting
•  Establish reporting for staff, upper management, and company board of directors to review on a recurring basis
•  Build out supervisor team and various disciplines to support the center


•  At least 2-5 years of Customer Service / Call Center, experience in an insurance industry call center setting is preferred, with a minimum of 2 years in a leadership position
•  Experience with VoIP and Cloud Phone systems and inbound/outbound phone queues
•  Outcome oriented with a commitment to achieving personal, client, and company goals
•  Ability to work in a fast paced environment and report directly to the C suite
•  Impactful communications skills – both written and verbal
•  Must be able to build a highly engaged, committed, and empowered workforce
•  Strong understanding of the call center environment and growing a small team to large one while keeping key performance metrics high along the way
•  Ability to interpret various data sets on call team performance and develop actionable improvement plans
•  Experienced with IVRs, routing rules, setup of phone experience to match best practices
•  Understanding the key performance metrics to evaluate team improvement over time
•  Work constructively with others to achieve shared goals
•  Significant experience with developing a detailed training program from the ground up
•  Experience with top-line and bottom-line budgeting
•  Must have great people skills, able to relate to and motivate people of diverse backgrounds

Preferred, but not required

•  Insurance industry knowledge
•  Experience buying commercial insurance
•  Prior experience in a growing startup environment
•  Familiarity with Twilio, Salesforce, Blitz, all Microsoft suite of products
•  Service focused versus sales focused call center experience
•  Multi-channel approach to customer interaction

Interpersonal Skills

Salary & Benefits

The compensation package for this position includes a competitive base salary commensurate with experience, as well as health benefits.

Please provide your resume

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