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

Freddie Mac; United States; Remote; USD 1,000; Full time

Job summary

A leading company in contact management solutions seeks a Director of Software and Data. The role involves leading agile teams, managing call center operations, and ensuring compliance with insurance regulations. Ideal candidates will have solid leadership skills, experience in the call center industry, and a strong customer-centric approach.

Qualifications

• Minimum 2-3 years experience as Supervisor or Team Lead in call center, preferably insurance industry.
• Fluency in English and Spanish required.
• Strong knowledge of personal lines property and casualty insurance.

Responsibilities

• Supervise and mentor a team of Personal Lines Call Center Agents.
• Manage daily call center operations and ensure service level agreements are met.
• Handle escalated customer inquiries and policy issues.

Skills

Leadership

Communication

Analytical Skills

Problem-Solving

Customer Service

Bilingual Proficiency

Education

Active Florida 20-44 Property and Casualty Personal Lines Agent License

Tools

CRM software

Agency management systems

Job description

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 to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

Summary of Position:
Reporting to the VP of Technical Services, the Director of Software and Data will lead various agile, dynamic, and fast-paced development, programming, scripting and reporting teams. In this role, you will be responsible for managing multiple teams (and/or team managers) with varying skill sets, driving the support and deployment of customer and internally facing solutions, and ensuring alignment with our business objectives. The ideal candidate will have a strong background in software development, programming, data, reporting, BPO/Call Center Scripting, excellent leadership skills, and a proven track record of delivering successful projects in a fast-paced environment. Experience in the call center or BPO industry is highly desirable, and a strong sense of urgency is a must.

Responsibilities:
• Team Leadership & Development: Supervise, mentor, and coach a team of Personal Lines Call Center Agents, providing ongoing feedback, performance evaluations, and development opportunities to ensure they meet and exceed performance goals.
• Operational Oversight: Manage daily call center operations, including work schedules, call queues, service level agreements (SLAs), and agent adherence to ensure efficient and effective customer service delivery.
• Quality Assurance: Monitor agent interactions (calls, chats, etc.) to ensure adherence to quality standards, compliance with company policies and regulations, and accurate policy processing. Conduct regular quality audits and provide constructive feedback.
• Issue Resolution: Handle escalated customer inquiries and complex policy issues, providing expert guidance and solutions in both English and Spanish.
• Performance Management: Analyze team performance metrics (e.g., call volume, average handle time, resolution rate, quality scores) to identify trends, implement improvements, and report on key outcomes to management.
• Training & Onboarding: Assist with the onboarding and continuous training of new and existing agents, ensuring they are well-versed in insurance products, systems, and customer service best practices.
• Process Improvement: Identify opportunities to improve call center processes, workflows, and customer experience. Collaborate with other departments to implement efficient solutions.
• Compliance: Ensure the team's strict adherence to all Florida insurance regulations, company policies, and ethical guidelines.
• Recruitment & Retention: Participate in the hiring process for new agents and contribute to strategies for agent retention and engagement.

Required Skills & Qualifications:
• Active Florida 20-44 Property and Casualty Personal Lines Agent License is REQUIRED.
• Minimum of 2-3 years of experience as a Supervisor or Team Lead in a call center environment, preferably within the insurance industry.
• Bilingual Proficiency: Must be fluent in both English and Spanish, demonstrating superior verbal and written communication skills in both languages.
• Strong Insurance Acumen: In-depth knowledge of personal lines property and casualty insurance products, policies, and underwriting guidelines.
• Exceptional Leadership: Proven ability to lead, motivate, and develop a team, fostering a positive and high-performing work culture.
• Excellent Communication & Interpersonal Skills: Ability to effectively communicate complex information, provide constructive feedback, and build strong relationships with team members and customers.
• Analytical & Problem-Solving Skills: Strong ability to analyze data, identify trends, and develop effective solutions to operational and customer service challenges.
• Customer-Centric Mindset: Passion for delivering outstanding customer service and resolving complex issues with patience and empathy.
• Proficiency in Call Center Technologies: Experience with CRM software, agency management systems, call routing systems, and other relevant call center technologies.
• Organizational & Time Management Skills: Highly organized with the ability to manage multiple priorities in a fast-paced, dynamic environment.
• WAH Requirements:
PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
Hard-wired high-speed internet connection (Ethernet cable)
USB-connected Headset
Webcam
A quiet dedicated place to work free from distractions, including pets and children.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.