Insurance Call Center Team Lead

Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

DXC's Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI-driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You’ll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.

We are seeking an Insurance Call Center Team Lead to join our insurance contact center team. In this role, you will combine hands-on customer support expertise with team leadership responsibilities, ensuring high-quality service delivery, operational efficiency, and a strong customer experience.

You will serve as a key point of contact for frontline representatives, providing guidance, coaching, and escalation support, while helping drive performance, quality, and continuous improvement across the team.

This is an excellent opportunity for professionals with life or general insurance experience who are passionate about leadership, customer service excellence, and developing high-performing teams.

Key Responsibilities

Team Leadership & Coaching

• Lead, coach, and support a team of call center representatives to achieve service, quality, and productivity targets
• Provide ongoing feedback, mentoring, and performance guidance to team members
• Support onboarding and training of new hires, ensuring readiness and adherence to standards
• Foster a collaborative, high-performance team environment

Customer Service & Escalation Management

• Handle complex customer inquiries and escalations, ensuring timely and effective resolution
• Support the team in delivering exceptional customer service through inbound channels
• Monitor service levels and assist in managing workload to meet SLAs
• Drive service recovery efforts and ensure positive customer outcomes

Operations & Quality Assurance

• Oversee daily operations, ensuring adherence to policies, procedures, and compliance standards
• Participate in and support Quality Assurance (QA) reviews, providing actionable feedback
• Ensure accurate policy maintenance, transaction processing, and documentation
• Monitor and improve team performance metrics (e.g., response time, resolution, accuracy)

Process Improvement & Collaboration

• Identify opportunities for process improvements and workflow optimization
• Support Voice of the Customer (VOC) analysis and implement improvement actions
• Collaborate with management and cross-functional teams to enhance service delivery
• Assist in reporting, tracking trends, and highlighting operational risks or gaps

Administrative & Support Functions

• Support scheduling, queue management, and daily operational coordination
• Assist supervisors/managers with reporting and team performance tracking
• Ensure proper handling of correspondence, data entry, and document management

Required Qualifications

• High school diploma or GED (required)
• Minimum 3–5 years of call center experience, including insurance (life or general)
• Prior experience in a lead, senior, or mentoring role within a contact center
• Strong attention to detail and ability to manage sensitive customer information
• Proven ability to handle escalations and complex customer scenarios

Preferred Qualifications

• Experience leading or supervising teams in a contact center environment
• Familiarity with contact center technologies (telephony systems, CRM, document management tools)
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication, coaching, and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment

Work Environment

• Remote position within the United States
• Company-provided equipment for home office setup
• Standard schedule: Monday – Friday, between 8:00 AM – 5:00 PM (8-hour shifts)

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $36,700 - $68,200.

Full-time hires are eligible to participate in the DXC benefit program.  DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below.

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