Supervisor Information Services

Texas Mutual Insurance Company; Austin (TX); Hybrid; USD 77,000 - 95,000; Full time

Benefits offered by this job

Bonus plans

Flex-hybrid work model

Health and dental insurance

401k with employer match

Job summary

Texas Mutual Insurance Company in Austin, TX is seeking a Call Center Supervisor to coordinate and direct all call center staff activities, monitor productivity, and prepare report analysis to ensure department goals are met.

You will manage personnel, equipment, facilities, and finances while supporting the division's goals. This role reports to the Senior Manager of Information Services and offers a flex-hybrid work environment.

Qualifications

• Bachelor’s degree or any equivalent education, training, and experience.
• At least four years of call center experience or equivalent education, training, and experience.

Responsibilities

• Coordinate and direct all call center staff activities to meet goals and performance standards.
• Analyze complex processes affecting customer experience and recommend improvements to management.
• Monitor productivity, quality of service, and compliance; provide feedback and reports.

Skills

Call center experience

Leadership

Education

Bachelor’s degree or equivalent

Job description

We’re excited you’re considering joining a great place to work!Texas Mutual is deeply committed to creating and maintaining an environment of mutual respect and is proud to be an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to age, race, color, national origin, religion, sex, gender identity, sexual orientation, genetic information, veteran status, or any other basis protected by local, state, or federal law.About this PositionAs Call Center Supervisor, you will coordinate and direct all call center staff activities, monitor productivity and quality of service, and prepare report analysis to ensure goals and performance standards of the department are met. You will manage the personnel, equipment, facilities and finances of assigned operations and ensure the coordination and support of the division's goals. In this role, you will report to the Senior Manager of Information Services.Responsibilities & QualificationsIn this role, you can expect to:Analyze complex processes that influence the customer experience and make improvement opportunity recommendations to management.Gather internal and external customer feedback and industry trends for dissemination to other company departments and management.Monitor work for accuracy, quality of services, productivity, and compliance and provide accurate feedback.Conduct planning and use of resources by establishing priorities and managing workload.Assist with escalated issues or cases by investigating causes and implementing solutions.Manage the employee training program to increase technical and business insight and improve the customer experience.Required Qualifications:Bachelor’s degree or any equivalent education, training, and experience.At least four years of call center experience or equivalent education, training, and experience.Texas Mutual Pay TransparencyThe base pay range is based on the market evaluation of the job and may include pay for multiple levels. Individual base pay within the range is determined by a variety of factors, including experience, performance, education, and demonstration of skills and competencies required for each role. Your recruiter can discuss the full value of our total compensation package with you, including our generous bonus plans and flex-hybrid work model.Base Pay Range: $76,998.10 - $95,115.30 Per YearFlex-Hybrid Work Environment:Texas Mutual’s flex-hybrid schedule allows you to bring your best self to work by working remotely and collaborating in the office based on business needs. All Texas Mutual employees are required to have Texas residency and travel to their designated office as needed.Our Benefits:Annual performance bonus and merit-based pay increaseLifestyle Savings Account ($1,000 per year)Automatic 4% employer contribution to retirement plan401k plan with 100% employer match up to 6%Student loan repayment matching in 401k planThree weeks’ time off for vacationNine paid holidays and two personal days each yearDay one health, Rx, vision and dental insuranceLife and disability insuranceFlexible spending accountPet insurance and pet Rx discountsFree on-site gym, fitness classes, and health and wellness resourcesFree identity theft protectionFree student loan repayment and refinancing consultationProfessional development and tuition reimbursementEmployee referral bonusFree onsite snacks