Contact Center Supervisor

Jobtailor; Peoria (IL); On-site; USD 60,000 - 90,000; Full time

Job summary

Jobtailor is seeking a hands-on Operations Manager for our Peoria, IL contact center. You will oversee daily operations, lead a team of service representatives, and drive service standards through coaching and workforce planning.

You will train, monitor performance, ensure confidentiality, and collaborate across departments to resolve customer issues and improve efficiency. Bachelor\'s degree and insurance industry experience preferred; strong communication and leadership required.

Qualifications

• Bachelor's degree required and experience in contact center leadership.
• Proven ability to manage, coach and develop a team to meet service standards.
• Experience with privacy and confidentiality in handling customer information.
• Strong communication and organizational skills.

Responsibilities

• Oversee daily contact center operations.
• Lead a team of Service Representatives to deliver exceptional customer service.
• Train, coach, develop, and manage direct reports to achieve departmental goals and service standards.
• Monitor direct-report performance and development and ensure professional, courteous, prompt, and accurate customer responses.
• Resolve contact-center operational inquiries and serve as a departmental resource.
• Conduct quality monitoring and coaching and facilitate results according to departmental standards.
• Monitor operations and make workforce management, scheduling, staffing, and operational recommendations.
• Interpret policy provisions for all active policy types.
• Apply departmental processes and company procedures consistently.
• Manage daily team workflows.
• Provide leadership, coaching, and mentorship while modeling company values.
• Foster collaboration through communication, engagement, and professional relationships.
• Identify and implement departmental efficiency improvements.
• Process service requests from assigned work queues as necessary.
• Participate in and present at team and department meetings.
• Identify customer needs and resolve or escape issues.
• Investigate and resolve product-related problems.
• Liaise between direct reports and management.
• Recommend, lead, and handle special projects.
• Participate in interviewing, selection, and hiring for open positions.
• Assume additional responsibilities during the absence of departmental management or other supervisors.

Skills

Team Leadership

Customer Service

Interpersonal Communication

Coaching

Problem Solving

Confidentiality

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

• Oversee daily contact center operations
• Lead a team of Service Representatives to deliver exceptional customer service
• Train, coach, develop, and manage direct reports to achieve departmental goals and service standards
• Monitor direct-report performance and development and ensure professional, courteous, prompt, and accurate customer responses
• Resolve contact-center operational inquiries and serve as a departmental resource
• Conduct quality monitoring and coaching and facilitate results according to departmental standards
• Monitor operations and make workforce management, scheduling, staffing, and operational recommendations
• Interpret policy provisions for all active policy types
• Apply departmental processes and company procedures consistently
• Manage daily team workflows
• Provide leadership, coaching, and mentorship while modeling company values
• Foster collaboration through communication, engagement, and professional relationships
• Identify and implement departmental efficiency improvements
• Process service requests from assigned work queues as necessary
• Participate in and present at team and department meetings
• Identify customer needs and resolve or escape issues
• Investigate and resolve product-related problems
• Liaise between direct reports and management
• Recommend, lead, and handle special projects
• Participate in interviewing, selection, and hiring for open positions
• Assume additional responsibilities during the absence of departmental management or other supervisors

Requirements

• Bachelor’s Degree required
• Three years of insurance industry experience, including contact center, customer service leadership, or related customer experience operations experience
• Proficiency with Microsoft Office applications and customer service technology platforms
• Ability to maintain confidentiality and adhere to privacy standards
• Flexible and adaptable to changing business needs and priorities
• Demonstrated professionalism, accountability, and sound judgment
• Ability to effectively prioritize work, manage competing responsibilities, and meet deadlines
• Ability to work effectively in a collaborative team environment
• Ability to lead, motivate, and develop employees to achieve performance expectations
• Strong verbal, written, coaching, and interpersonal communication skills
• Ability to build and maintain effective relationships with internal and external customers
• Ability to work independently and set personal goals and action plans
• Life and Health insurance experience preferred
• Professional insurance designations such as FLMI, ACS, or AIRC preferred
• Experience with workforce management, quality monitoring, and contact center performance metrics preferred

Core Competencies

Demonstrates strong leadership in managing contact center operations, focusing on team development, customer service excellence, and operational efficiency. Proficient in workforce management and quality monitoring, with a solid foundation in the insurance industry.

Highest-signal resume keywords

• Contact Center Operations Management
• Team Leadership and Development
• Workforce Management
• Quality Monitoring and Coaching
• Insurance Industry Experience

Hard Skills

• Customer Service Technology Platforms
• Workforce Management
• Quality Monitoring
• Contact Center Performance Metrics
• Microsoft Office Proficiency

Soft Skills

• Interpersonal Communication
• Coaching Skills
• Professionalism
• Accountability
• Adaptability

Certifications & Qualifications

• FLMI
• ACS
• AIRC

Industry Keywords

• Insurance Industry
• Customer Experience Operations
• Service Standards
• Policy Provisions
• Confidentiality Standards