About the Role

Opportunity to be join this financially strong and customer-focused operation in the newly created position of Call Center Supervisor. The Call Center Supervisor leads and directs a team of Insurance Customer Care Representatives providing exceptional primary support for customers, agency force in an omni-channel contact center environment. Customer support includes insurance policy product support and user support for online insurance services.

Duties & Responsibilities

  • Recruit, train, and develop Customer Care Representatives
  • Manage team providing support for customers and agency force including: Issuing, rating, billing, and maintaining customer insurance products
  • Insurance policy and billing analysis, correspondence, and other policy maintenance activities
  • Develop and analyze workforce management data and provide regular reporting of Contact Center performance
  • Provide support to Finance, Actuary, Underwriting, Claims, Information Systems, Membership, and Legal
  • Serve as SME on multi-departmental collaborative teams
  • Implement insurance policy rate, endorsement, contractual, or other enhancements

Skills & Experience

  • Four-year degree; advanced degree (MBA, MS, or MA) and/or insurance industry designations or certifications (CPCU, ARM, CCCM, etc.) preferred
  • Texas Agent or Producer license required or the ability to obtain within 90 days of employment
  • Previous supervisor experience – property and casualty insurance industry preferred
  • Exceptional leadership and interpersonal skills demonstrated by experience in motivating, coaching, and building teams to meet and exceed service level objectives
  • Previous experience in contact center operations with knowledge of current contact center technology

Compensation, Benefits, & Perks

$112,000, bonus, 401k, defined contribution plan, PTO, extended illness leave, flexible spending account.

Tagged as: agency support, call center, customer care, customer service, policy administration, policy services

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