Call Center Operations Manager Jobs in Detroit, MI

DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations - helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates.

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.

Leads end-to-end customer support center operations, managinga team of Associate Managersto deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment.

This role partners closely andworkshand-in-handwith the Head of BPS Contact Center Operations, serving as a trusted advisor across allaspects of the operation. The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.

Key Responsibilities

• Lead day-to-day contact center operations through a team of Associate Managers, ensuring consistent execution against SLAs, KPIs, quality standards, client expectations, and operational commitments

• Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business priorities

• Drive a disciplined performance management operating rhythm, including metric reviews, root-cause analysis, action planning, coaching follow-up, and sustained improvement in service delivery outcomes

• Monitor and improve the customer experience by leveraging feedback, call trends, quality insights, operational data, and escalation patterns to identify gaps and implement targeted improvements

• Partner closely with internal and client stakeholders to optimize processes, systems, workflows, and service delivery models, ensuring scalable solutions that support operational efficiency and business growth

• Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readiness

• Collaborate with workforce management, quality, training, technology, and operations partners to align staffing, training, tools, and process improvements to business needs and performance objectives

• Identify and lead continuous improvement opportunities that reduce defects, improve productivity, strengthen controls, enhancecustomerexperience, and increase operational consistency across accounts

• Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross-sellingopportunities, and ensuring effective resource utilization

Top 5 Core Competencies

1. Operational Excellence & KPI Management

• Strong ability to manage SLAs, AHT, quality, and productivity metrics

• Uses data insights to drive decision-making and continuous improvement

2. Leadership & People Development

• Builds high-performing teams through coaching, mentoring, and performance management

• Drives accountability while fostering engagement and retention

3. Customer Experience & Service Delivery

• Focuson improving end-to-end customerjourneysand satisfaction outcomes

• Translatecustomer feedback into actionable improvements

4. Workforce & Resource Optimization

• Aligns staffing models to forecasted demandapplying consideration to margin

• Maximizes efficiency throughbalancing performance to goal perimeter

5. Strategic Thinking & Continuous Improvement

• Overseesinvoicing accuracy to ensure expected revenue aligns with invoice output and contractual requirements

• Identifies opportunities for process improvement, automation, and innovation

• Drives initiatives that enhance quality, efficiency, and cost effectiveness

Qualifications

• Bachelor's degree (Business, Technology, or related field preferred)

• 9+ years of contact centerleadershipexperience

• 10+ years ina leadershiprole managing teams

• Experience in multi-channel support environments and contact center technologies

Preferred Skills

• Strong analytical and problem-solving capabilities

• Excellent communication and stakeholder management skills

• Ability to manage multiple priorities in a fast-paced environment

• Experience driving transformation and change initiatives