Hybrid Customer Service Team Lead

Sentry Insurance Agency; El Paso (TX); Híbrido; USD 52.000 - 74.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid Flexibility

Dining on Us

Tuition Reimbursement

Medical, Dental, Vision

Paid Time Off

401(k) Match

Community Involvement

Descripción de la vacante

Sentry Insurance Agency seeks a Customer Service Supervisor to lead a team delivering exceptional service across a variety of clients. The role focuses on setting standards, coaching staff, and driving improvements in service quality within a call center environment.

The ideal candidate will have a Bachelor's degree or equivalent work experience, with 5 years in customer service and supervisory roles. Spanish skills are a plus, and flexible hours including nights and weekends may be required.

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 and supervisory experience.
• Ability to provide leadership to employees within a fast-paced call center environment.
• Ability to prioritize work and maintain appropriate 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.
• Must be available to work non-standard hours including nights, weekends and holidays as needed.

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

Coaching

Team motivation

Data analysis

Communication

Educación

Bachelor's degree or equivalent

Herramientas

Telecommunication systems

Call center software

Descripción del empleo

Sentry Insurance Agency seeks a Customer Service Supervisor to lead a team delivering exceptional service across a variety of clients. The role focuses on setting standards, coaching staff, and driving improvements in service quality within a call center environment.

The ideal candidate will have a Bachelor's degree or equivalent work experience, with 5 years in customer service and supervisory roles. Spanish skills are a plus, and flexible hours including nights and weekends may be required.