Operations Supervisor - Claims

Job Details

Job Location:

Boca Raton, FL 33487

Position Type:
Full Time

The Claims Call Center Supervisor oversees the daily operations of the F&I Claims Call Center team, ensuring service levels, productivity goals, quality standards, and customer experience expectations are consistently achieved through high-performance leadership. This role is responsible for supervising frontline staff, monitoring operational performance, resolving escalated customer concerns, and maintaining compliance with company policies and client requirements. The Supervisor plays a critical role in delivering timely, accurate, and customer-focused claims support services while fostering a culture of accountability, operational excellence, and continuous improvement.

The ideal candidate serves as a role model by combining strong leadership skills with technical Workforce Management (WFM) knowledge and a proactive, self-motivated approach to team development and operational oversight.

• Supervise day-to-day operations of the F&I Claims Call Center, including call handling, claims intake support, and customer service oversight.
• Monitor real-time call activity, staffing levels, workloads, and queues to ensure service level and response time goals are achieved.
• Identify and address operational bottlenecks, service delays, and system issues impacting customer experience or productivity.
• Ensure accurate claim documentation and proper handling of customer interactions in accordance with company and client expectations.

• Lead, coach, and support frontline call center agents and team leads.
• Provide real-time guidance during escalations, complex customer interactions, and high-volume periods.
• Conduct performance coaching sessions, call monitoring reviews, and quality feedback discussions.
• Assist with scheduling, attendance management, staffing coverage, and adherence monitoring.
• Foster a positive, high-performance culture focused on accountability, teamwork, and continuous improvement.

• Handle escalated customer concerns related to claims, coverage questions, claim status, and service experience.
• Ensure escalations are resolved professionally, efficiently, and in alignment with company policies and client expectations.
• Document escalation trends and partner with leadership teams to identify process improvement opportunities.

• Support Workforce Management (WFM) initiatives including staffing optimization, adherence management, and queue monitoring.
• Monitor key operational metrics including AHT, adherence, productivity, quality scores, service levels, and customer satisfaction.

• Ensure operational activities comply with company policies, client requirements, and quality standards.
• Support quality assurance initiatives, call audits, and documentation reviews.
• Reinforce compliance expectations and operational consistency across the team.

• Track and communicate daily operational metrics, trends, escalations, and staffing concerns.
• Provide operational updates and shift reports to leadership.
• Communicate process updates, operational priorities, and performance expectations to agents.

• Identify process gaps and recommend improvements to enhance operational efficiency and customer experience.
• Support implementation of new tools, procedures, and product changes.
• Assist with process standardization and continuous improvement efforts.

• High school diploma or equivalent (Bachelor’s degree preferred).
• Previous Call Center Supervisor or Leadership experience required.
• 2–4 years of experience in operations, call center.
• 1+ year of supervisory or team lead experience.
• Experience handling escalated customer interactions professionally.

• Workforce Management (WFM) experience strongly preferred, including experience with:
  Scheduling and staffing management, Real-time queue monitoring, Adherence management.
• Experience with platforms such as Five9, Verint, or similar call center/WFM systems preferred.
• Knowledge of automotive ancillary products (e.g., extended service contracts, tire & wheel, GAP, key replacement).

• Strong people leadership and coaching skills
• Ability to manage high-volume, time-sensitive service environments
• Excellent problem-solving and escalation management abilities
• Clear and professional communication skills
• Attention to detail and operational discipline
• Ability to remain calm and decisive in urgent or stressful situations

• Fast-paced, service-driven environment
• May require flexible scheduling, including nights, weekends, and holidays
• High customer impact role requiring responsiveness and accountability