Customer Service Supervisor

Location:
Tampa, FL — Westshore District

Are you a natural leader who enjoys developing people, solving problems, and creating an exceptional customer experience? Join
Heritage
, a publicly traded, national and super-regional coastal insurance carrier serving customers through a broad network of independent insurance agencies.

Our corporate headquarters are located in the
heart of Tampa’s Westshore District
, conveniently close to Tampa International Airport and surrounded by great restaurants, shopping, and amenities. But what truly sets Heritage apart is our
people and culture
. We believe in supporting our employees, investing in their professional development, and giving back to the communities where we live and work.

We offer
competitive compensation and comprehensive benefits
, along with opportunities to grow your career within the insurance industry. For employees interested in expanding their expertise, Heritage supports opportunities to obtain
insurance licenses and pursue insurance-related career paths across the organization.

The
Customer Service Supervisor leads and develops an assigned team of Customer Service Representatives responsible for assisting policyholders and insurance agents through phone, online, and written communications.

In this role, you will help create an exceptional service experience while ensuring the team meets established quality, productivity, and service goals. You will serve as a coach, problem-solver, and resource for your team while partnering with other departments to resolve issues, retain business, and continuously improve our customer service operation.

This is an excellent opportunity for an experienced customer service professional and people leader who is looking to make an impact while building a
long-term career in the insurance industry
.

• Lead and motivate the Customer Service team to achieve company service, quality, and productivity goals.
• Hire and select Customer Service Representatives and Team Leaders for authorized positions.
• Coordinate onboarding and training for new team members.
• Identify knowledge gaps and coordinate ongoing training and development for existing employees.
• Organize daily workflow and ensure team members understand their responsibilities and priorities.
• Maintain timekeeping and manage employee schedules to support department needs.
• Monitor quality and productivity metrics and recommend process improvements as needed.
• Conduct employee performance reviews and provide ongoing coaching and feedback.
• Recognize employee accomplishments and contribute to a positive, engaging, and collaborative team culture.
• Provide technical guidance, procedural direction, and support on customer service issues.
• Handle escalated customer and agent inquiries and work toward effective resolutions.
• Conduct research and collaborate with internal departments to resolve complex service requests.
• Prepare and maintain department service reports.
• Communicate effectively with policyholders, agents, and internal partners while promoting a strong team atmosphere.
• Identify and implement customer retention and conservation strategies to help preserve policyholder relationships.
• Identify opportunities to improve processes, efficiency, and the overall customer experience.

We're looking for a supervisor with hands-on experience in workforce management. The ideal candidate will be responsible for forecasting call volume, building schedules, monitoring real-time adherence, and making staffing adjustments to keep service levels on target.

Requirements:

• Experience in workforce management within a contact center or customer service environment
• Strong…