Call Center Supervisor
- Employer
- Capstone Search Group
- Location
- Waco, Texas
- Salary
- $112k
- Posted
- Sep 30, 2022
- Closes
- Nov 29, 2022
- Ref
- SAD9040
- Category
- Customer Service
- Job Type
- Full Time
- Career Level
- Manager
About the Role
Opportunity to be join this financially strong and customer-focused operation in the newly created position of Call Center Supervisor. The Call Center Supervisor leads and directs a team of Insurance Customer Care Representatives providing exceptional primary support for customers, agency force in an omni-channel contact center environment. Customer support includes insurance policy product support and user support for online insurance services.
Duties & Responsibilities
- Recruit, train, and develop Customer Care Representatives
- Manage team providing support for customers and agency force including: Issuing, rating, billing, and maintaining customer insurance products
- Insurance policy and billing analysis, correspondence, and other policy maintenance activities
- Develop and analyze workforce management data and provide regular reporting of Contact Center performance
- Provide support to Finance, Actuary, Underwriting, Claims, Information Systems, Membership, and Legal
- Serve as SME on multi-departmental collaborative teams
- Implement insurance policy rate, endorsement, contractual, or other enhancements
Skills & Experience
- Four-year degree; advanced degree (MBA, MS, or MA) and/or insurance industry designations or certifications (CPCU, ARM, CCCM, etc.) preferred
- Texas Agent or Producer license required or the ability to obtain within 90 days of employment
- Previous supervisor experience – property and casualty insurance industry preferred
- Exceptional leadership and interpersonal skills demonstrated by experience in motivating, coaching, and building teams to meet and exceed service level objectives
- Previous experience in contact center operations with knowledge of current contact center technology
Compensation, Benefits, & Perks
$112,000, bonus, 401k, defined contribution plan, PTO, extended illness leave, flexible spending account.