Call Center Supervisor

Job Summary

Call 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 reports

Actively monitor progress of direct reports and ensure team is trained to respond professionally, courteously, quickly and accurately to all inquiries from customers

Works to resolve inquiries pertaining to the call centers and serves as a resource for the department

Complete call coaching for all department employees eligible for call coaching program and facilitate results per department plan

Monitor call centers daily and make scheduling, timing and/or administration recommendations to management accordingly

Demonstrate 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 department

Communicate effectively with both internal and external customers

Take a proactive lead role in the daily workflow of the teams

Provide strong leadership and set a professional example for direct reports

Foster communication to maintain positive, professional relationships with direct reports

Proactively look for continued ways to improve efficiencies within the department

Efficiently process service requests from assigned work queue as necessary

Attend, participate and present as assigned for team and department meetings

Identify 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 management

Recommend, manage and handle special projects as needed

Participate in interview and hiring process of applicants for open positions

Assume additional responsibilities as needed in the absence of departmental management and/or other supervisor

Anticipated Salary: $56,000 - $60,000

Benefit 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 coverage

Paid time-off accrual, including annual rollover; and paid holidays

Competitive 401(k) plan with immediate vesting on Company contributions

Discounted on-site employee cafeteria

On-site exercise facility and company-provided exercise time

Tuition reimbursement and training incentives

Access to voluntary dental and vision insurance coverage

Job Qualifications

Bachelor’s Degree required*

Three years of prior insurance industry experience required, Life and Health preferred

Three years of prior call center experience required

Industry education designation required, FLMI, ACS, AIRC preferred

Ability to multi-task and effectively meet deadlines

Proficiency with Microsoft Office Programs

Strong time management skills and ability to prioritize

Ability to maintain confidentiality and adhere to privacy standards

Demonstrate reliability, accountability, integrity and professionalism

Flexible and adaptable to changes

Strong initiative and solid judgment abilities and skills

Work successfully in a team environment

Ability to lead and motivate people appropriately within expectations

Ability to communicate effectively and appropriately to direct reports

Strong written communication skills

Ability 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