Contact Center Manager - State Mandated Leave Insurance

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most.

Protective Insurance Company is seeking a dynamic and experienced Contact Center Manager to lead our Customer Experience (CX) team within the Employee Benefits Division. This role is responsible for managing a team of Customer Experience Representatives who support brokers, claimants, and individuals. The ideal candidate will be a strategic leader and day-to-day motivator, driving operational excellence, team engagement, and customer satisfaction in a fast-paced, evolving environment.

This position plays a critical role in shaping the customer journey, ensuring accurate and empathetic service delivery, and fostering a culture of accountability, innovation, and inclusion.

Key Responsibilities

• Lead and inspire a high-performing contact center team, promoting a culture of inclusion, open communication, and customer focus.
• Analyze performance metrics to coach team members, recognize achievements, and manage performance effectively.
• Collaborate cross-functionally to resolve customer and employee issues, prioritizing solutions and ownership.
• Develop and implement strategies to improve customer experience, team engagement, and retention.
• Serve as the business owner for contact center process, technology, and staffing changes.
• Monitor customer feedback to identify trends and implement improvements.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Manage scheduling, workload distribution, and resource allocation for optimal efficiency.
• Provide regular performance updates and insights to senior leadership.
• Perform additional duties as assigned.

Skills, Abilities, and Knowledge Required

Qualifications

Protective's targeted salary range for this position is $60,000 to $81,850. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees.

Employee Benefits :

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work / life balance is important and Protective offers a variety of paid time away benefits ( e.g. , paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.

Accommodations for Applicants with a Disability

If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.