Contact Center Supervisor: Coaching & Quality Lead

Illinois Mutual; Peoria, Northern (IL, KY); Hybrid; USD 65,000 - 68,000; Full time

Benefits offered by this job

Health insurance

401(k) with immediate vesting

Paid time-off accrual

Tuition reimbursement

On-site fitness facility

Job summary

Illinois Mutual is seeking a Contact Center Supervisor to lead a team of Service Representatives and drive exceptional customer service from the Home Office. The role emphasizes coaching, performance management, and knowledge of company policies and procedures.

The position reports to the Policy Service Manager and requires a Bachelor’s degree, 3 years of insurance contact center leadership, and proficiency with Microsoft Office and customer service platforms.

Qualifications

• Bachelor’s degree required.
• 3 years insurance/contact center leadership experience.
• Proficiency with Microsoft Office and customer service platforms.
• Ability to maintain confidentiality and privacy.
• Strong collaboration and adaptability.

Responsibilities

• Train, coach, develop, and manage the performance of direct reports to achieve departmental goals.
• Monitor performance and respond professionally to inquiries.
• Resolve inquiries related to contact center operations.
• Conduct quality monitoring and coaching to meet standards.
• Oversee scheduling and staffing to support operations.
• Lead daily workflows and mentor staff to align with company values.

Skills

Leadership

Coaching

Customer service

Communication

Teamwork

Confidentiality

Organization

Education

Bachelor’s Degree

Tools

Microsoft Office

Customer service platforms

Job description

Illinois Mutual is seeking a Contact Center Supervisor to lead a team of Service Representatives and drive exceptional customer service from the Home Office. The role emphasizes coaching, performance management, and knowledge of company policies and procedures.

The position reports to the Policy Service Manager and requires a Bachelor’s degree, 3 years of insurance contact center leadership, and proficiency with Microsoft Office and customer service platforms.