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Mgr Service Operations

Knoxville, Tennessee

Who Are We?

Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$58,900.00 - $97,200.00

Target Openings


What Is the Opportunity?

Under general supervision, manage team in a call center environment. Coach, guide and direct staff to provide effective service to agents and customers with their product, procedure, billing and underwriting eligibility related questions. Support leadership team by handling day to day operations as well as the strategic management of the business team to ensure the achievement of the team's customer service and financial objectives.

What Will You Do?

  • Monitors workload, workflow and customer service to maximize efficiency.
  • Develops, trains and on-boards team members.
  • Establishes and monitors individual/team goals and performance plans based on the overall business objectives.
  • Coaches employees toward business performance standards, individual performance and development objectives.
  • Assists leadership team in making hiring, termination and compensation decisions for team.
  • Works with the command center/workforce administration group to meet service levels as applicable.
  • Acts as a technical resource to team.
  • Accountable for team's quality assurance process, results and corrective actions.
  • Assists leadership team in managing team expenses.
  • Supports and implements emerging business plans and strategies.
  • Proactively builds favorable business relationships with internal and external customers.
  • Work on special projects.
  • Stays abreast of new product information and system changes.
  • Monitors operations to ensure compliance with governmental requirements.
  • Perform other duties as assigned.

What Will Our Ideal Candidate Have?

  • College degree preferred.
  • 3 years insurance or customer service experience preferred.
  • 1 year supervisory experience preferred.
  • Knowledge of business products, processes and procedures.
  • Intermediate communication, negotiation, supervisory and people development skills.
  • Intermediate performance management and problem solving skills.
  • Strong knowledge of product and associated processes.
  • Effective verbal and written communication skills
  • Effectively communicate with peers and all levels of management.
  • Effective keyboard and systems navigation skills
  • Skillful with Word and Excel
  • Knowledge of business center/insurance operations.
  • Effective customer service and policy service skills.
  • Solid interpersonal and negotiation skills.
  • Problem solving skills.
  • Demonstrated informal leadership skills.
  • Leadership;
  • Teamwork - including working across teams;
  • Resource Management;
  • Business Knowledge (accounting, underwriting);
  • Systems knowledge (policy issuance, billing, MI);
  • Agency Management/Project Management;
  • Demonstrated leadership and strong interpersonal skills.
  • Ability to present to local leadership.

What is a Must Have?

  • 1 year insurance, operations, or call center or business experience required.

What Is in It for You?

  • Health Insurance: Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from the first day of employment.
  • Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
  • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
  • Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you're eligible for five free counseling sessions with a licensed therapist.
  • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences. 

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit

About Travelers

The Travelers Companies, Inc. (NYSE: TRV) is a leading property casualty insurer selling primarily through independent agents and brokers. The company's diverse business lines offer its global customers a wide range of coverage in the auto, home and business settings. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of approximately $25 billion in 2010.