Hybrid Customer Service Team Lead

001 Sentry Insurance Company; Texas; Híbrido; USD 60.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid flexibility

Meal stipend (on-site dining)

Tuition reimbursement

Comprehensive benefits

Paid time off

401(k) matching

Community giving

Descripción de la vacante

001 Sentry Insurance Company is seeking a Customer Service Supervisor to lead a team delivering service to diverse clients. You will set standards, coach staff, and drive improvements in service quality while managing shifts, budgeting, and operations in a hybrid work environment.

The role requires a Bachelor's degree (or equivalent) and 5 years of supervisory experience in a call center or customer service setting. Spanish is a plus, but not required.

Formación

• Bachelor's Degree or equivalent work experience.
• Proficiency in Spanish preferred, but not required.
• 5 years of previous work experience or knowledge of a customer service environment and previous 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.
• Ability to respond to sensitive inquiries or complaints from customers, state insurance departments, producers, and others with tact and diplomacy.

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

Customer service

Call center experience

Data analysis

Communication

Educación

Bachelor's Degree

Herramientas

Call center software

Telecommunication systems

Descripción del empleo

001 Sentry Insurance Company is seeking a Customer Service Supervisor to lead a team delivering service to diverse clients. You will set standards, coach staff, and drive improvements in service quality while managing shifts, budgeting, and operations in a hybrid work environment.

The role requires a Bachelor's degree (or equivalent) and 5 years of supervisory experience in a call center or customer service setting. Spanish is a plus, but not required.