Hybrid Customer Service Leader | Elevate Call Center Excellence

Sentry Insurance; United States; Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work options

Tuition reimbursement

Comprehensive benefits

Job summary

Sentry Insurance seeks a skilled Customer Service Supervisor to lead a dynamic call center team, set service standards, and coach staff. You will drive quality improvements, manage schedules, and help control operating expenses while ensuring responsive, customer-focused support.

Join a trusted mutual insurer with robust benefits and a hybrid work model. The role emphasizes data-driven decision making, personnel development, and strategic problem solving in a fast-paced environment.

Qualifications

• Bachelor's Degree or equivalent work experience.
• Spanish proficiency preferred but not required.
• 5 years of experience in customer service with supervisory experience.
• Ability to lead employees in a fast-paced call center.
• Ability to prioritize work and maintain service standards.
• Ability to analyze data, identify trends, and communicate results.
• Working knowledge of telecommunication systems and call center software.
• Knowledge of insurance processes, procedures, and systems beneficial.
• Ability to respond to sensitive inquiries or complaints from customers, state insurance departments, producers, and others with tact and diplomacy.
• Must be available to work non-standard hours including nights, weekends and holidays.

Responsibilities

• Developing and implementing customer service standards.
• Coaching, counseling, and motivating your customer service team.
• Improving customer service quality results by studying, evaluating and formulating ideas.
• Maintaining knowledge of new or revised telecommunications systems.
• Providing work direction to your staff.
• Implementing policies and procedures.
• Providing expertise in handling sensitive/unusual customer service issues.
• Scheduling staff accordingly and tracking performance.
• Assisting with budget preparation and controlling operating expenses.

Skills

Supervisory leadership

Customer service

Data analysis

Call center knowledge

Language skills

Prioritization

Telecommunication systems

Education

Bachelor's degree or equivalent

Tools

Call center software

Telecommunication systems

Job description

Sentry Insurance seeks a skilled Customer Service Supervisor to lead a dynamic call center team, set service standards, and coach staff. You will drive quality improvements, manage schedules, and help control operating expenses while ensuring responsive, customer-focused support.

Join a trusted mutual insurer with robust benefits and a hybrid work model. The role emphasizes data-driven decision making, personnel development, and strategic problem solving in a fast-paced environment.