Remote Contact Center Supervisor: Coaching & Ops Leader

Illinois-Mutual; Peoria (IL); On-site; USD 65,000 - 68,000; Full time

Benefits offered by this job

4.5-day week

Free health insurance

Paid time off

401(k) vesting

On-site cafeteria

Exercise facility

Tuition reimbursement

Dental & vision insurance

Job summary

Illinois Mutual, a home office-based contact center, seeks a Contact Center Supervisor to lead a team of Service Representatives. You will coach, train, and manage performance to meet service, quality, and productivity goals, while maintaining in-depth knowledge of products, policies, and procedures.

Reports to the Policy Service Manager. The role emphasizes leadership, collaboration, and process improvement within the Insurance sector.

Qualifications

• Bachelor’s Degree required in a related field or equivalent.
• Three years of insurance industry experience including contact center or customer service leadership.
• Proficiency with Microsoft Office applications and customer service technology platforms.
• Ability to maintain confidentiality and adhere to privacy standards.

Responsibilities

• Train, coach, develop, and manage the performance of direct reports to achieve departmental goals and service standards.
• Monitor performance and development of team members and ensure professional, courteous customer interactions.
• Resolve inquiries related to contact center operations and serve as a departmental resource.
• Conduct quality monitoring and coaching for all eligible department employees.
• Monitor daily operations and provide workforce management, scheduling, and staffing recommendations.
• Lead daily workflows and interpret policy provisions for active policy types.
• Foster collaboration and ensure consistent application of department processes and procedures.
• Participate in hiring and staff development activities.

Skills

Leadership

Coaching

Communication

Team management

Problem solving

Education

Bachelor’s Degree

Tools

Microsoft Office

Job description

Illinois Mutual, a home office-based contact center, seeks a Contact Center Supervisor to lead a team of Service Representatives. You will coach, train, and manage performance to meet service, quality, and productivity goals, while maintaining in-depth knowledge of products, policies, and procedures.

Reports to the Policy Service Manager. The role emphasizes leadership, collaboration, and process improvement within the Insurance sector.