Call Center Supervisor

Jobtailor; Peoria (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking a Call Center Manager in Peoria, IL to lead and coach direct reports, ensuring professional customer service and efficient daily operations. The role requires a strong background in insurance calls, policy interpretation, and team development.

The successful candidate will drive process improvements, manage workflow, and participate in interviewing and staffing efforts to sustain high performance and reliability across the department.

Qualifications

• Bachelor's degree required; FLMI/ACS/AIRC valued.
• Experience leading call center teams in the insurance sector.
• Ability to multitask and meet deadlines; strong privacy discipline.

Responsibilities

• Train, develop and monitor performance of direct reports.
• Monitor progress and ensure team responds professionally to customer inquiries.
• Lead call center operations and coaching to meet department plan.
• Schedule and manage daily workflow and escalation handling.
• Interpret policy provisions for all active policy types.
• Coordinate with management and participate in hiring processes.

Skills

Leadership

Call Center Management

Insurance Industry Experience

Microsoft Office Proficiency

Time Management

Reliability

Team Collaboration

Initiative

Education

Bachelor's Degree

FLMI

ACS

AIRC

Tools

Microsoft Office

Job description

• 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

Requirements

• 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

Core Competencies

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.

Highest-signal resume keywords

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

ATS Optimization Keywords

Hard Skills

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

Soft Skills

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

Certifications & Qualifications

• Bachelor's Degree
• FLMI
• ACS
• AIRC

Industry Keywords

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