Call Center Supervisor, Bilingual, Licensed Agent P&C

emergemarket.com; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company in the call center industry seeks a Bilingual Call Center Supervisor with strong property and casualty insurance expertise. This remote position offers full-time hours and requires leadership skills to manage a diverse team effectively. Responsibilities include overseeing daily operations, training agents, and ensuring compliance with industry standards.

Qualifications

• Active Florida 20-44 Property and Casualty Personal Lines Agent License required.
• 2-3 years of supervisory experience in a call center.
• Fluent in English and Spanish with strong communication skills.

Responsibilities

• Supervise and coach Personal Lines Agents.
• Manage schedules and ensure efficient customer service.
• Oversee quality assurance and compliance.

Skills

Leadership

Bilingual Communication

Data Analysis

Customer Focus

Problem Solving

Job description

Call Center Supervisor Licensed P&C Agent Bilingual Spanish/English-REMOTE

Job Type: Full Time
Hours: Days 11-7 EST M-F
Salary: $23.00

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm. We operate over 20 contact centers across the US and Canada, providing services such as telephone answering, appointment setting, customer support, verification, sales, lead qualification, market research, and contact management solutions. We serve more than 10,000 clients and handle over 125 million interactions annually.

Summary of Position:
We seek an experienced Bilingual Call Center Supervisor to lead our Personal Lines Agents team. The role requires a proven leader with strong property and casualty insurance knowledge, coaching skills, and fluency in English and Spanish to support our diverse clients. Responsibilities include overseeing daily operations, improving team performance, and maintaining a positive work environment.

Responsibilities:

• Team Leadership & Development: Supervise, mentor, coach, and evaluate agents, fostering their growth and performance.
• Operational Oversight: Manage schedules, call queues, SLAs, and agent adherence for efficient customer service.
• Quality Assurance: Monitor interactions to ensure quality, compliance, and accurate policy processing; conduct audits and give feedback.
• Issue Resolution: Handle escalated inquiries and complex policy issues bilingually.
• Performance Management: Analyze metrics to identify trends, implement improvements, and report outcomes.
• Training & Onboarding: Support onboarding and ongoing training for agents on insurance products and systems.
• Process Improvement: Identify and implement process enhancements for better customer experience.
• Compliance: Ensure adherence to Florida insurance regulations and company policies.
• Recruitment & Retention: Assist in hiring and developing strategies for agent engagement.

Required Skills & Qualifications:

• Active Florida 20-44 Property and Casualty Personal Lines Agent License (REQUIRED).
• 2-3 years supervisory or team lead experience in a call center, preferably insurance.
• Bilingual fluency in English and Spanish, with excellent communication skills.
• Deep knowledge of personal lines property and casualty insurance.
• Strong leadership and team motivation skills.
• Excellent interpersonal and communication skills.
• Data analysis, trend identification, and problem-solving abilities.
• Customer-focused with patience and empathy.
• Experience with CRM, agency management, and call routing systems.
• Organized with good time management skills.

Work-At-Home Requirements:

• PC/Laptop with Windows 10, 8 GB RAM, I5 Processor.
• Hard-wired internet (≥100 Mbps down, ≥50 Mbps up).
• USB headset, webcam, quiet workspace.

Qualifications

Skills

Behaviors

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Motivations

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Education

Experience

Licenses & Certifications

Equal Opportunity Employer. Applicants will be notified of rights per federal laws. See the Department of Labor's "Know Your Rights" notice for more info.