Senior Call Center Supervisor – Customer Experience

Group 1001; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health/dental/vision insurance

Life Insurance

Disability (Short/Long-Term)

Employee Assistance Program (EAP)

401K with company match

Wellness programs

Job summary

Group 1001 is seeking a Contact Center Supervisor to lead Customer Service Coordinators within the Contact Center Team(s). The role directs staff to meet service delivery goals, supports product implementations and process enhancements, and mentors representatives to ensure cohesive performance.

Ideal candidates will have 3+ years of supervision in life insurance contexts and 4+ years in customer service/call centers.

Qualifications

• Minimum of 3 years supervising employees in a life insurance-related field.
• Minimum of 4 years of related experience with customer service/call center, agency administration, life insurance/annuity processing.
• Knowledge of Annuity Products (Fixed, Fixed Index, and Variable) preferred.
• Demonstrated ability to communicate effectively and concisely on complex matters to all levels of management, both written and verbal.
• Associates or bachelor’s degree preferred.

Responsibilities

• Supervises staff including setting expectations, coaching, and counseling staff, evaluating performance, conducting performance reviews, delivering side-by-side observations and coaching, maintaining attendance records, ensuring department and company practices and procedures are followed, ensuring adequate coverage, and assisting with the hiring process. Ensures staff provides highest level of service to customers within service delivery standards for accuracy, timeliness, and productivity.
• Provide coaching and mentoring to Customer Service Coordinators to create and foster engagement, as well as a high-performance culture
• Work in partnership with other leaders (Team Lead, Supervisor, Manager, Sr. Manager, Associate Director, Director, Vice President) to provide consistent messaging and support to the team(s))
• Assists with monitoring service levels and communicates issues to Contact Center leadership and Workforce Management
• Addresses escalated calls/issues and takes appropriate action to calm upset customers and resolve customer issues/complaints in relation to our process
• Observes the work environment to ensure we maintain a positive and engaged atmosphere
• Monitors phone call quality, attends and participates in meetings focused on quality and efficiency
• Serves as an active presence in chats (when required) - adds content, answers questions, validates and provides additional resources
• Identifies training opportunities and conducts quick hit sessions (when required)
• Utilizes system resources to ensure regular coaching and feedback is provided and documented
• Assists with other duties as assigned

Skills

Supervising staff

Coaching

Communication skills

Analytical skills

Time management

Problem solving

Education

Associates or bachelor’s degree preferred

Job description

Group 1001 is seeking a Contact Center Supervisor to lead Customer Service Coordinators within the Contact Center Team(s). The role directs staff to meet service delivery goals, supports product implementations and process enhancements, and mentors representatives to ensure cohesive performance.

Ideal candidates will have 3+ years of supervision in life insurance contexts and 4+ years in customer service/call centers.