Manager, Horace Mann General Agency Service

Responsibilities

• Lead and manage daily operations of the Agency Service Center to ensure achievement of SLAs and KPIs
• Oversee service delivery for policy maintenance, billing inquiries, and customer account changes
• Recruit, coach, and develop supervisors and service professionals
• Drive continuous improvement of training, quality assurance, and operational processes
• Manage escalated customer and agent concerns by identifying root causes
• Utilize dashboards and analytics to drive accountability and data-driven decision-making

Requirements

• Bachelor's degree in a related field or equivalent professional experience
• Minimum 2 years of leadership experience in an insurance service center, agency operations, or contact center
• Proven success in driving operational excellence and employee engagement
• Strong understanding of insurance policy administration and workflow management ...