Mentor a team of 15–18 Insurance Professionals, providing feedback, coaching, and accountability.
Monitor KPIs and address gaps proactively while recognizing strong performance.
Oversee schedules, workload distribution, and real-time performance.
Serve as the point of contact for escalations, ensuring rapid resolution and reinforcement of best practices.
Partner with leadership, Workforce Management, and Training to plan staffing, scheduling, and development strategies.
Identify opportunities to enhance efficiency, service, and team experience.
Foster an inclusive, supportive, and motivating environment.
Lead team meetings and facilitate effective virtual communication.
Work closely with HR, Talent Acquisition, and cross-functional leaders on recruiting, onboarding, retention, and performance management.
Support department initiatives, special projects, and change management activities as assigned.

Bachelor’s degree, or High School Diploma/GED
2+ years of progressive Contact Center experience.
Proven experience supervising or leading others with ability to coach, develop, and hold others accountable.
Strong sense of urgency; thrives in fast-paced, results-oriented, high-volume environments.
Demonstrated ability to analyze data, make decisions, and proactively manage team performance.
Strong problem-solving, organizational, and time management skills; adaptable to changing priorities.
Ability to obtain a Property & Casualty insurance license within 90 days.
Flexibility to work all hours of operation when needed.
Proficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE).

Customer Service Supervisor

Key skills