Director of Engagement Center Operations - Charlotte. NC

Director of Engagement Center Operations – Charlotte. NC On-site 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. #J-18808-Ljbffr Hiverecruiter