{"id":4052967,"url":"https://alion.io/job/baldwin-group-call-center-manager-msi","title":"Call Center Manager - MSI","company":{"id":3808,"name":"Baldwin Group","domain":"baldwin.com","url":"https://alion.io/company/baldwin","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":5,"ghost_share":0.2,"stale_share":0,"repost_share":0.2,"time_to_fill_p50_days":21,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Keller, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-10T00:00:00Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T02:52:52Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The Call Center Manager leads day-to-day contact center operations, including the supervisor team, frontline staff, and an offshore BPO partner. The role owns service levels, quality, staffing, and reporting, and works with leadership and partner teams to improve the customer experience. The Manager also oversees training programs, attends leadership meetings and shares updates with staff.\nKey Responsibilities\nContact Center Transformation\nHelp transform the contact center from a cost center to a revenue enabler.\nLead the adoption and continuous improvement of the contact center’s AI tools.\nTeam Leadership\nLead, coach, and develop customer service supervisors through one-on-ones and monthly and quarterly call center meetings.\nInterview and hire new call center staff.\nManage HR responsibilities for direct reports in partnership with HR, including payroll, attendance, leaves of absence, corrective action, performance and talent reviews, and terminations.\nSupport supervisors on escalated HR matters involving indirect reports.\nBuild engagement and recognition programs that support retention.\nOperations and Performance\nOversee WFM Manager with scheduling, staffing, coverage, and time off to meet service levels.\nSet targets for handle time, quality, and service level, and coach the team to meet call center goals.\nOversee training and quality monitoring programs for the call center.\nServe as the policy and process authority for the floor.\nReporting\nMonitor daily, weekly, and monthly call, email, and service-level results.\nPrepare performance updates for leadership, business reviews, and partners.\nVendors and Systems\nManage the offshore BPO relationship, including staffing, onboarding, quality, and performance.\nOwn contact center systems, including phone and IVR, email routing, call recording, and AI tools, and approve user access.\nManage other vendor relationships and approve invoices.\nEscalations and Compliance\nResolve executive, partner, and customer escalations.\nRespond to regulatory complaints and legal and privacy requests with Compliance and Legal.\nKeep the team current on PCI and security training requirements.\nCross-Functional Work\nRepresent customer service in operations meetings, system releases, and cross-team projects.\nAttend leadership meetings on organizational changes and new products, and share updates with call center staff.\nWork with Account Management to introduce and implement new partnerships and products efficiently.\nPartner with the Director and contact center staff to manage overall call center performance.\nQualifications\nRequired\n10+ years of customer service and/or call center experience.\n3+ years of call center leadership experience\nTrack record of improving service level, handle time, and quality.\nExperience managing an outsourced or offshore team.\nWorking knowledge of contact center phone, workforce management, and reporting tools.\nStrong communication skills and sound judgment.\nProperty and casualty insurance license, or ability to obtain one within 100 days of hire.\nBachelor's degree or equivalent combination of education and work experience.\nPreferred\nProperty and casualty or renters insurance experience.\nBilingual English/Spanish.\nClick here for some insight into our culture!\nThe Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.","description_format":"text","description_chars":3642,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Proficiency (C2)","optional":true},{"language":"English","level":"Proficiency (C2)","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Insurance Brokers & Agencies"],"lifecycle":[{"event":"open","at":"2026-11-11T02:52:52Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":21,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-11-11T05:11:48Z"},"pay":null,"html_url":"https://alion.io/job/baldwin-group-call-center-manager-msi","json_url":"https://alion.io/job/baldwin-group-call-center-manager-msi.json","meta":{"generated_at":"2026-11-11T05:11:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6477,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3808},"rest":"https://alion.io/mcp/rest/get_company?id=3808"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbaldwin-group-call-center-manager-msi"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbaldwin-group-call-center-manager-msi"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbaldwin-group-call-center-manager-msi"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/baldwin-group-call-center-manager-msi\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbaldwin-group-call-center-manager-msi"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4052967}},{"tool":"search_jobs","arguments":{"company":"baldwin.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4052967},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}