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
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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DXC Technology 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 to drive new levels of performance, competitiveness, and customer experience across their IT estates.
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