Call Center Supervisor

• Efficiently and effectively train, develop and monitor overall performance of direct reports
• Actively monitor progress of direct reports and ensure team is trained to respond professionally, courteously, quickly and accurately to all inquiries from customers
• Works to resolve inquiries pertaining to the call centers and serves as a resource for the department
• Complete call coaching for all department employees eligible for call coaching program and facilitate results per department plan
• Monitor call centers daily and make scheduling, timing and/or administration recommendations to management accordingly
• Demonstrate ability to interpret policy provisions for all active policy types
• Execute in depth knowledge of all departmental processes relating to company procedures and facilitate consistent application throughout department
• Communicate effectively with both internal and external customers
• Take a proactive lead role in the daily workflow of the teams
• Provide strong leadership and set a professional example for direct reports
• Foster communication to maintain positive, professional relationships with direct reports
• Proactively look for continued ways to improve efficiencies within the department
• Efficiently process service requests from assigned work queue as necessary
• Attend, participate and present as assigned for team and department meetings
• Identify needs of our customers and take appropriate escalation action
• Efficiently and effectively intervene and appropriately research any product related problems that may arise within the teams
• Act as a liaison between direct reports and management
• Recommend, manage and handle special projects as needed
• Participate in interview and hiring process of applicants for open positions
• Assume additional responsibilities as needed in the absence of departmental management and/or other supervisor

• Bachelor’s Degree required
• Three years of prior insurance industry experience required, Life and Health preferred
• Three years of prior call center experience required
• Industry education designation required, FLMI, ACS, AIRC preferred
• Ability to multi-task and effectively meet deadlines
• Proficiency with Microsoft Office Programs
• Strong time management skills and ability to prioritize
• Ability to maintain confidentiality and adhere to privacy standards
• Demonstrate reliability, accountability, integrity and professionalism
• Flexible and adaptable to changes
• Strong initiative and solid judgment abilities and skills
• Work successfully in a team environment
• Ability to lead and motivate people appropriately within expectations
• Ability to communicate effectively and appropriately to direct reports
• Strong written communication skills
• Ability to work independently and set personal goals and action plans

Demonstrates strong leadership and communication skills while effectively managing call center operations and training staff. Possesses in-depth knowledge of insurance industry processes and maintains high standards of professionalism and customer service.

• Leadership
• Call Center Management
• Insurance Industry Experience
• Microsoft Office Proficiency
• Time Management

• Call Coaching
• Policy Interpretation
• Service Request Processing
• Multi-tasking
• Confidentiality Adherence

• Effective Communication
• Team Collaboration
• Reliability
• Adaptability
• Initiative

• Bachelor's Degree
• FLMI
• ACS
• AIRC

• Insurance Industry
• Life Insurance
• Health Insurance
• Call Center Experience
• Customer Service