Customer Experience Supervisor

AAMGA AssuranceAmerica Managing General Agency, LLC; McAllen (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

AssuranceAmerica in McAllen, TX is seeking a Customer Experience Supervisor to lead the call center team and ensure every interaction is handled with professionalism and consistency.

You will design protocols, coach and evaluate staff, conduct audits, monitor KPIs, manage costs and quality assurance, and drive training and development to uphold our strong market image. The role requires a practical, roll‑up‑your‑sleeves attitude and a solid grasp of coverage basics and state requirements.

Responsibilities

• Leads and manages performance and professional development through coaching and mentoring of 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 guiding associates and providing appropriate guidance.
• Requires technical knowledge including understanding of coverage and state requirements.
• Manages various projects related to achieving Department goals (cost management, quality assurance, training and development).
• Controls backlog, errors and expenses.
• Knowledge of analytics and KPIs to analyze and evaluate performance.
• Performs additional duties as needed.

Job description

At AssuranceAmerica, we are more than a unique blend of insurance assets. We believe in creating a culture where every associate can learn and grow. We strive to create a work environment to meet associate needs and we are determined to achieve excellence in everything we do. This is an opportunity to join a dynamic team in a company that is a leader in the non-standard auto insurance space and functions with a small company, entrepreneurial style. This position will require someone with an understanding that one needs to have a “roll up your sleeves” attitude to help make things happen. The Customer Experience Supervisor is the leader of a team within the call center and fully responsible for all that takes place – from the design and establishment of protocols, to providing the management oversight to the Customer Experience Representative team members. Leadership is required to assure all calls are handled with utmost professionalism, in line with standards and practices, and managed in a timely manner to assure our company maintains a strong, positive image in the marketplace among our customers. Each day at AssuranceAmerica is different, but as a Customer Experience Supervisor you will: 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.

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