CSC Licensed Service Supervisor

Responsibilities

• Manage individual and team delivery against the service agent performance framework:
  Contact Delivery, Customer Impact, and CSC Standards.
• Monitor real‑time phone behaviors, break thresholds, and after‑call wrap times.
• Collaborate and manage performance root cause analysis and action plans to help identify performance gaps.
• Lead, monitor, motivate, and evaluate day‑to‑day performance at team and individual level.
• Ensure company processes and procedures are adhered to by team and individuals.
• Partner with the quality, operations, product and service support team to ensure compliance requirements are met.
• Collaborate cross‑functionally to align day‑to‑day operational initiatives with the broader customer experience strategy.
• Oversee Zendesk queue management, prioritizing complex requests for internal and external customers.
• Guide the team through automated digital shifts, Gen AI auto‑reply rollouts for automated servicing.
• Support skill diversification across both licensed and unlicensed agents to distribute workloads evenly and reduce bottlenecks.
• Support cross‑departmental efforts to overall Objective Key Results, including effective call routing, IVR re‑routes, and chatbot deployment.

• 2+ years’ experience leading teams in a customer service call center environment.
• Must have experience with ticketing systems such as Zendesk.
• Must have customer service experience from a prior role.
• 1+ year’s experience in the insurance industry with an active Property & Casualty license.
• Self‑motivated work ethic.
• Proven experience of leading a team to high standards of performance.
• Able to engage and collaborate with cross departmental stakeholders.
• Ability to problem‑solve and develop creative solutions utilizing strong analytical proficiencies.
• People leadership experience with identifying and developing talent.
• Strong prioritization skills, time management, influencing leadership, and handling projects.
• Experience with ticketing systems / managing email Service Level Agreements.
• Experience with efficiency/performance management.
• Proven past change management experience with projects varying in size and impact.
• Experience in leading through complex transitions and maintaining engagement during periods of uncertainty.

• Proven track record of mentoring high‑performing team members while fostering a culture of accountability and professional growth.
• Demonstrated ability to navigate organizational shifts and change.
• Hands‑on experience navigating Calabrio (WFM) and Rippit (QA).
• Familiarity with data tools such as Looker, Google Suite, and knowledge bases like Guru.
• Experience leading blended teams consisting of both licensed and unlicensed personnel.

• Group plan for medical, dental, vision, and prescription drug coverage.
• Short‑term disability, long‑term disability, and life insurance coverage.
• Participation in the company’s bonus program.
• 401(k) plan with a 5% employer match.
• Commuter benefits.
• 25 days of vacation time plus 10 sick days and 10 company holidays.
• Regular team outings and volunteer opportunities.
• Hybrid working model.

Simply Business is an equal opportunity employer. We’re committed to welcoming and helping employees grow within an inclusive & diverse culture.