Supervisor Customer Service

Pets Best Insurance Services, LLC is a subsidiary of Independence Pet Holdings, focusing on providing pet insurance and wellness plans. They are seeking a Supervisor for their Customer Service team to lead a remote group of Insurance Professionals, ensuring exceptional service delivery and team performance while fostering a culture of engagement and continuous improvement.

Responsibilities:

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

Requirements:

• 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)
• 2+ years of supervisory experience in a high-volume contact center or service related environment
• P&C license and/or prior Pet Insurance experience
• Experience leading teams of 15+ associates while fostering an inclusive, engaging team culture
• Proven track record of influencing across levels and contributing to department-wide improvements