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Insurance Call Center Jobs in Tennessee (NOW HIRING)

kgs

Call Center Operator (Swing shift)

Nashville, TN

... vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three ... The Call Center Operator will serve as the first point of contact for support, providing frontline ...

UHS

CALL CENTER SPECIALIST

Brentwood, TN

$15.75 - $19.75/hr

Responsibilities UHS National Call Center (a UHS company) Our mission is to be the leader in ... insurance offering, a physician network and various related services located all over the U.S.

kgs

Call Center Operator (Swing shift)

Nashville, TN

... vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three ... The Call Center Operator will serve as the first point of contact for support, providing frontline ...

kgs

Call Center Operator (Swing shift)

Nashville, TN · On-site

... Call Center Operator (Swing shift) to join our team supporting government clients in the Nashville ... vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three ...

UHS

CALL CENTER SPECIALIST

Brentwood, TN · On-site

$15.75 - $19.75/hr

Responsibilities UHS National Call Center (a UHS company) Our mission is to be the leader in ... insurance offering, a physician network and various related services located all over the U.S.

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Insurance Call Center information

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How much do insurance call center jobs pay per hour?

As of Sep 3, 2026, the average hourly pay for insurance call center in Tennessee is $15.63, according to ZipRecruiter salary data. Most workers in this role earn between $13.08 and $17.21 per hour, depending on experience, location, and employer.

What is an insurance call center job?

Insurance call center jobs involve assisting customers over the phone with their insurance policies, claims, billing questions, and other related inquiries. Employees in these roles may work for insurance companies or third-party service providers, handling both inbound and outbound calls. Common responsibilities include explaining policy details, processing claims, updating customer information, and resolving issues or complaints. These positions require strong communication skills, patience, and a good understanding of insurance products and regulations. Many insurance call center jobs offer training for new hires to help them become familiar with industry terminology and company procedures.

What are the key skills and qualifications needed to thrive as an insurance call center representative?

To thrive as an Insurance Call Center Representative, you need strong customer service skills, a solid understanding of insurance products, and typically a high school diploma or equivalent. Familiarity with CRM software, call center telephony systems, and sometimes state insurance licensing are important technical qualifications. Excellent communication, active listening, and problem-solving skills help you stand out in this customer-focused role. These skills and qualifications are crucial for providing accurate information, resolving client issues efficiently, and ensuring customer satisfaction in a competitive environment.

What are some common challenges faced by agents in an insurance call center, and how can they be overcome?

Agents in an insurance call center often encounter challenges such as managing high call volumes, addressing complex customer inquiries, and keeping up with frequently changing policies and regulations. To overcome these obstacles, successful agents develop strong communication and problem-solving skills, take advantage of ongoing training, and use available knowledge bases or support from experienced colleagues. Building resilience and maintaining a customer-focused mindset also help ensure a positive experience for both the agent and the customer.

What is the difference between Insurance Call Center vs Insurance Customer Service Representative?

AspectInsurance Call CenterInsurance Customer Service Representative
CredentialsTypically requires insurance licensing and customer service experienceOften requires similar licensing and customer service skills
Work EnvironmentCall center setting, high call volume, team-basedOffice or remote, direct interaction with clients
Employer & Industry UsageInsurance companies, third-party administratorsInsurance agencies, carriers, brokers
Common Search & ComparisonYesYes

Insurance Call Center agents and Insurance Customer Service Representatives share similar credentials and work environments, often overlapping in licensing and customer interaction. The main difference lies in the setting: call center roles focus on handling high-volume calls in a team environment, while customer service reps may have more direct, personalized client interactions. Both roles are essential in the insurance industry and frequently compared by job seekers.

More about Insurance Call Center jobs

What are the most commonly searched types of Insurance Call Center jobs in Tennessee?

The most popular types of Insurance Call Center jobs in Tennessee are:

What are popular job titles related to Insurance Call Center jobs in Tennessee?

For Insurance Call Center jobs in Tennessee, the most frequently searched job titles are:

What job categories do people searching Insurance Call Center jobs in Tennessee look for?

The top searched job categories for Insurance Call Center jobs in Tennessee are:

What cities in Tennessee are hiring for Insurance Call Center jobs?

Cities in Tennessee with the most Insurance Call Center job openings:

Insurance Call Center jobs near you
Infographic showing various Insurance Call Center job openings in Tennessee as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 21% Part Time, 5% Contract, and 1% Nights. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $32,502 per year, or $15.6 per hour.

Call Center Operations Manager (Night)

Koniag, Inc.

Nashville, TN • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 28 days ago

Job description

Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and experienced Call Center Supervisor (Nights) to support the daily operations of our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an energetic and people-focused leader with hands-on experience in IT call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff. They thrive in a structured, fast-paced environment and take pride in driving team performance and delivering outstanding support experiences to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. This position is Nights 8:30pm to 7:00am (4 On/4Off/10 hr shifts) to include a 30 min meal break.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call Center agents, ensuring that day-to-day operations run smoothly and that service delivery standards, performance metrics, and customer satisfaction goals are consistently met. This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment. Principal responsibilities will include but are not limited to:
  • Directly supervise a team of IT Call Center agents, providing real-time guidance, coaching, and performance feedback to ensure consistent adherence to service delivery standards and call handling procedures.
  • Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift.
  • Serve as the first-line escalation point for complex or sensitive IT support issues raised by call center agents, facilitating timely resolution and appropriate communication to end users and stakeholders.
  • Conduct regular team huddles, briefings, and one-on-one coaching sessions to reinforce performance expectations, share updates, and support agent development.
  • Assist in the development and delivery of onboarding and ongoing training for new and existing call center agents, ensuring all staff are knowledgeable and proficient in call handling procedures, ITSM tools, and relevant policies.
  • Review and evaluate agent interactions including call recordings, ticket documentation, and chat logs to ensure quality standards are consistently upheld, providing constructive feedback as appropriate.
  • Assist the Call Center Operations Manager in the preparation of shift performance summaries, attendance tracking, and operational reports.
  • Support workforce management activities including daily attendance monitoring, real-time schedule adherence tracking, and shift coverage coordination.
  • Enforce compliance with all applicable federal regulations, agency policies, contractual requirements, and security protocols at the agent level.
  • Identify recurring performance issues, knowledge gaps, or process inefficiencies and escalate findings with recommended solutions to the Call Center Operations Manager.
  • Maintain a positive, inclusive, and high-energy team environment that encourages collaboration, accountability, and a strong customer service ethic.
  • Assist in the documentation and maintenance of call handling SOPs, knowledge base articles, and training materials.
  • Participate in team lead and supervisor meetings, contributing operational insights and feedback to support program-wide continuous improvement efforts.
  • Step in to assist with call handling or ticket resolution during periods of high volume or staffing shortages as needed.

Education and Experience:
Required:
  • High school diploma or GED required; Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
  • 3+ years of experience in an IT call center, help desk, or technical support environment.
  • 1+ years of experience in a supervisory, team lead, or senior agent role within a call center or service desk environment.
  • Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance in a structured call center setting.

Preferred:
  • Prior experience supervising IT call center or service desk teams in support of a federal government customer.
  • Experience working in a multi-shift call center environment with 24/7 or extended hours of operation.

Required Skills and Competencies:
  • Strong communication skills in English - both written and oral - with the ability to communicate clearly and professionally with government end users, call center agents, and program leadership.
  • Demonstrated leadership and team supervision skills, with the ability to motivate, coach, and hold a team of frontline agents accountable in a structured service environment.
  • Hands-on familiarity with IT service management principles and ITIL frameworks, including experience working within SLA-driven call center environments.
  • Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and case management systems.
  • Experience monitoring real-time call center performance dashboards and workforce management tools to ensure schedule adherence and queue management.
  • Strong problem-solving and decision-making skills, with the ability to assess and resolve escalated issues quickly and effectively under pressure.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
  • Experience conducting quality assurance reviews of agent interactions and delivering constructive, actionable feedback.
  • Ability to manage multiple priorities simultaneously and maintain composure in a high-volume, fast-paced call center environment.
  • Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:
  • Active government security clearance (Secret or higher).
  • ITIL Foundation certification.
  • HDI Support Center Team Lead (HDI-SCTL) or equivalent call center leadership certification.
  • CompTIA A+, Network+, or equivalent entry-level IT certification.
  • Experience supporting quality assurance (QA) programs or call monitoring initiatives within a call center environment.
  • Familiarity with federal IT governance frameworks and security protocols such as NIST or FedRAMP.
  • Experience with call center telephony platforms and automatic call distribution (ACD) systems.
  • Knowledge of workforce management tools and scheduling platforms used in a call center environment.
  • Experience contributing to the development of SOPs, knowledge base articles, or training materials for call center staff.

Our Equal Employment Opportunity Policy:
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
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About Koniag

Sourced by ZipRecruiter

Industry

Investment management and consulting services

Company size

501 - 1,000 Employees

Headquarters location

Kodiak, AK, US

Year founded

1972

Social media

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