Customer Experience Leader: Call Center

AssuranceAmerica Managing General Insurance Agency, LLC; McAllen (TX); On-site; USD 38,000 - 60,000; Full time

Job summary

AssuranceAmerica Managing General Insurance Agency, LLC in McAllen, TX is seeking a Customer Experience Supervisor to lead the call center team, design protocols, and ensure calls are handled professionally to uphold a strong brand image.

The ideal candidate has a Bachelor’s degree or equivalent and 3+ years in insurance with leadership experience, ready to mentor staff, and drive quality assurance and cost management initiatives.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years of insurance experience within the private passenger market.
• 3+ years of leadership, supervision, and training of others.

Responsibilities

• Guides and manages performance and professional development through coaching and mentoring of technical staff, including performance evaluations and salary reviews.
• Performs regular file reviews and audits to determine compliance with best practices.
• Facilitates and promotes consistent, positive Department financial results by actively strategizing with and providing appropriate guidance and authority to associates.
• Requires technical knowledge and experience, including an understanding of coverage and minimum state requirements.
• Responsible for various projects related to achieving Department goals (i.e., cost management, quality assurance, training, and development, etc.).
• Control backlog error and expenses.
• Knowledge of analytics and KPIs to analyze and evaluate associate and team performance.
• May be called upon to perform additional duties as needed.

Skills

Leadership

Coaching

Analytics

Education

Bachelor’s degree or equivalent

Job description

AssuranceAmerica Managing General Insurance Agency, LLC in McAllen, TX is seeking a Customer Experience Supervisor to lead the call center team, design protocols, and ensure calls are handled professionally to uphold a strong brand image.

The ideal candidate has a Bachelor’s degree or equivalent and 3+ years in insurance with leadership experience, ready to mentor staff, and drive quality assurance and cost management initiatives.