Customer Services Technical & Support Manager

A company built to serve you. It's your career, Shelter it! What You Will Be Doing Direct and oversee contact center technology, workforce management, analytics, and performance metrics in support of Customer Services operations across multiple locations. Responsible for the configuration, implementation, maintenance, and support of telephony and network systems, including integration with supporting business applications. Provide leadership to assigned staff, establish and maintain operational procedures, collaborate with internal business partners, and ensure the development and maintenance of service center reporting. Oversee scheduling administration and workload distribution across service channels and contact types, including policy service and sales, claims reporting, general inquiry, and related Customer Services functions. Develop business cases that outline project costs, service impact, and anticipated benefits for management and executive review. Lead technology initiatives that align with operational objectives and industry standards, leverage analytics to improve efficiency and service delivery, and support organizational change through structured implementation and communication. What We're Looking For Strong technical skills and understanding of IP networking/telephony systems. Demonstrates the ability to excel at understanding contact center operations and communicating complex technical solutions and issues. Excellent communication, interpersonal, analytical, and decision‑making skills. Ability to diplomatically handle difficult situations and preserve goodwill. Insurance knowledge acquired through various Shelter schools or equivalent training in another insurance environment. A thorough knowledge of insurance policy servicing, sales, claims operations, legal compliance, policy provisions and coverage is preferred. Must demonstrate superior skills for planning, organizing, and technical leadership. Typically requires a minimum 2 years management experience in a Service Center environment or equivalent. Benefits Health, Dental, Voluntary Vision and Prescription Drug Insurance Savings and Profit Sharing 401(k) Paid Time Off for Sick and Personal Leave, Vacation and Holidays Vitality Wellness Program Dress for Your Day Dress Code Flexible Scheduling and more! If interested, please apply by: 06/02/2026 Shelter Insurance is proud to be an Equal Opportunity Employer committed to creating a diverse and inclusive workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or other legally protected classifications. If you have a disability and require reasonable accommodations for any part of the selection process, we’re here to help you out. #J-18808-Ljbffr Shelter Insurance