Top Operations & Support Jobs in Austin, TX

Handle calls and emails from agency offices, accounts, and policyholders. Explain billing statements, assist users with the online billing system, research account issues, resolve complex billing questions, and support business owners and bookkeepers with invoices. Provide timely, high-quality customer service, manage stressful interactions, participate in phone rotation, and work independently in a remote environment.

Monitors call center queues and agent performance, forecasts demand, creates employee schedules, and adjusts staffing to maintain service levels and control labor costs. Analyzes performance and call-arrival data, manages schedule adherence, attendance, and time-off requests, coordinates meetings and training, completes reports, and collaborates with operations and IT to resolve system issues and improve workforce efficiency.

Guide aspiring insurance agents through state licensing by managing a large pipeline, communicating requirements, maintaining MS Access records, making inbound/outbound calls, and updating supervisors and agency partners on progress and changes.

Handle inbound cancellation calls and outbound lapse-recovery contacts to retain life insurance policyholders. Assess situations, recommend solutions, document interactions, maintain product knowledge, adapt communication bilingually (English/Spanish), and meet call center KPIs for retention, quality, and attendance in a remote environment.