Hybrid Customer Service Supervisor — Leadership & Growth

sentryinsurance; United States; Híbrido; USD 80.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid Flexibility

Dining on Us

Continuous Learning

Comprehensive Benefits

Work-Life Balance

401(k) match

Volunteer Time Off

Descripción de la vacante

Sentry is seeking a senior customer service leader to develop standards, coach a fast-paced call center, and drive quality improvements across the team. You'll oversee budgets, scheduling, and performance metrics while staying current with telecommunication systems, policies, and insurance processes.

Hybrid work options and comprehensive benefits accompany this role. If you thrive in a collaborative environment and can translate data into action, join Sentry to help strengthen our service

Formación

• Bachelor's Degree or equivalent work experience.
• Proficiency in Spanish preferred, but not required.
• 5 years of previous work experience in a customer service environment 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 is beneficial.
• Ability to respond to sensitive inquiries or complaints with tact and diplomacy.
• Must be available to work non-standard hours including nights, weekends and holidays.

Responsabilidades

• 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.

Conocimientos

Leadership

Supervisory experience

Data analysis

Spanish proficiency

Educación

Bachelor's Degree or equivalent work experience

Herramientas

Telecommunication systems

Call center software

Descripción del empleo

Sentry is seeking a senior customer service leader to develop standards, coach a fast-paced call center, and drive quality improvements across the team. You'll oversee budgets, scheduling, and performance metrics while staying current with telecommunication systems, policies, and insurance processes.

Hybrid work options and comprehensive benefits accompany this role. If you thrive in a collaborative environment and can translate data into action, join Sentry to help strengthen our service