Call Center Supervisor

Job SummaryCall Center Supervisor is responsible for overseeing the department call centers. This role is also responsible for planning, conducting and leading ongoing call coaching for the operation of the department under minimal supervision to ensure departmental customer service expectations are met and maintained. This position requires thorough knowledge of company products and is responsible for the primary training of Service Representatives. The Call Center Supervisor reports to the Policy Service Manager. Primary Responsibilities Efficiently and effectively train, develop and monitor overall performance of direct reportsActively monitor progress of direct reports and ensure team is trained to respond professionally, courteously, quickly and accurately to all inquiries from customersWorks to resolve inquiries pertaining to the call centers and serves as a resource for the departmentComplete call coaching for all department employees eligible for call coaching program and facilitate results per department planMonitor call centers daily and make scheduling, timing and/or administration recommendations to management accordinglyDemonstrate ability to interpret policy provisions for all active policy types Execute in depth knowledge of all departmental processes relating to company procedures and facilitate consistent application throughout departmentCommunicate effectively with both internal and external customersTake a proactive lead role in the daily workflow of the teamsProvide strong leadership and set a professional example for direct reportsFoster communication to maintain positive, professional relationships with direct reportsProactively look for continued ways to improve efficiencies within the departmentEfficiently process service requests from assigned work queue as necessaryAttend, participate and present as assigned for team and department meetingsIdentify needs of our customers and take appropriate escalation action Efficiently and effectively intervene and appropriately research any product related problems that may arise within the teams Act as a liaison between direct reports and managementRecommend, manage and handle special projects as neededParticipate in interview and hiring process of applicants for open positionsAssume additional responsibilities as needed in the absence of departmental management and/or other supervisorAnticipated Salary: $57,600 - $60,000Benefit Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:Compressed 4 1/2-day work week (Half-Day Fridays)No monthly premium cost for employee medical, life and disability insurance coveragePaid time-off accrual, including annual rollover; and paid holidaysCompetitive 401(k) plan with immediate vesting on Company contributionsDiscounted on-site employee cafeteriaOn-site exercise facility and company-provided exercise timeTuition reimbursement and training incentivesAccess to voluntary dental and vision insurance coverageJob Qualifications Bachelor's Degree required Three years of prior insurance industry experience required, Life and Health preferredThree years of prior call center experience requiredIndustry education designation required, FLMI, ACS, AIRC preferredAbility to multi-task and effectively meet deadlinesProficiency with Microsoft Office ProgramsStrong time management skills and ability to prioritizeAbility to maintain confidentiality and adhere to privacy standards Demonstrate reliability, accountability, integrity and professionalismFlexible and adaptable to changesStrong initiative and solid judgment abilities and skillsWork successfully in a team environmentAbility to lead and motivate people appropriately within expectations Ability to communicate effectively and appropriately to direct reportsStrong written communication skillsAbility to work independently and set personal goals and action plans College or university must be sufficiently accredited and listed in the U.S. Department of Education Accreditation Directory; at time of department restructure, commitment to pursue bachelors upon hire is also acceptable

Created: 2025-03-07