Call Center Supervisor

Overview

This role requires managing all aspects of an assigned team with a focus on monitoring key performance indicators, providing coaching, and driving the team towards achieving company goals. The supervisor will oversee daily interactions between frontline employees and customers, developing targeted coaching initiatives to improve performance and surpass goals.

Key Responsibilities

• Lead and motivate frontline staff by fostering a supportive, rewarding, and inclusive environment that emphasizes feedback, empowerment, and diversity.
• Develop strategies to meet unit goals, resolve escalated customer issues, and exceed customer satisfaction levels.
• Coordinate workflow and assign tasks aligned with unit objectives, ensuring efficient management of demand and resources to deliver excellent customer experiences.
• Communicate the unit’s vision, mission, performance standards, and work procedures clearly to the team.
• Identify training requirements related to essential process, procedural, and business rule updates, including current sales and service methodologies.
• Oversee team performance, implementing improvement plans to enhance employee success.
• Conduct performance evaluations, assess employee growth potential, and recommend personnel actions such as promotions, merit increases, or terminations.
• Establish and uphold production standards and measurement techniques, guiding employees in understanding and applying organizational policies effectively.
• Provide consistent coaching and constructive feedback using structured communication approaches, expectation management, and sales techniques where applicable.
• Support a culture of inclusion and enforce human resources policies, addressing employee concerns and contributing to a positive workplace.

Qualifications and Experience

• Minimum of 2 years relevant supervisory or management experience.
• Bachelor’s degree or equivalent work experience.
• Mandatory Property & Casualty license.

Compensation and Additional Information

The anticipated salary range for this position is $62,000 to $68,000 annually, subject to factors such as geographic location, professional background, education, certifications, industry knowledge, skills, and competencies. Performance-related bonuses or incentives may also be applicable.

The company complies with federal, state, and local pay transparency regulations and will provide additional compensation and benefits details to qualified candidates as legally required.