Senior Customer Service Supervisor

The Premier Operations Supervisor partners with the leadership team to manage daily operations of the Premier Operations teams. This role focuses on enhancing staff customer service skills, improving service and productivity, and recommending process improvements and staffing allocations. The Supervisor provides leadership to develop staff knowledge, quality, productivity, and customer service, and manages both in-office and remote staff handling phone queues and email inventory for Premier clients.

Responsibilities include:  

• Oversee all aspects of Premier business operations service, collaborating with Operations Leadership and Underwriters to uphold white glove service standards.
• Develop and implement business strategies, goals, and objectives to support profitability and growth.
• Provide strategic direction and guidance on service-related issues for internal and external customers.
• Manage team hiring, training, development, coaching, and leadership to achieve performance and service excellence.
• Train and develop employees to meet/exceed objectives; evaluate performance for service, quality, and productivity standards.
• Foster a culture of collaboration and inclusiveness, empowering employees.
• Identify and propose workflow improvements, implement approved initiatives, and delegate responsibilities.
• Build and maintain strong relationships with clients and internal partners (agents, Underwriters, Claims, Sales), serving as the primary escalation point.
• Collaborate with Supervisors, Leadership, Underwriters, and Marketing to enhance support services.
• Develop, monitor, and report key performance metrics to align with organizational objectives.
• Leverage AI to identify and implement processes and procedures to improve operational efficiency.
• Set vision, direction, goals, and development plans; administer performance reviews and provide ongoing feedback.
• Manage work volumes and ensure adherence to service level agreements.
• Conduct transaction quality reviews and discuss results with Customer Service Representatives.
• Prepare quarterly reports on accomplishments, metrics, and volumes.
• Drive and manage inventory and team workload; identify trends and best practices; develop action plans.
• Forecast and plan for future business needs; analyze reports and recommend staffing allocations.
• Respond to ad hoc requests from business partners, manage special projects, and assist other units as needed.
• Evaluate and enhance service standards, metrics, and processes.

Requirements:

• Proven leadership skills and previous supervisory experience.
• Ability to manage and motivate a high-performing team for positive business results.
• Strong customer service focus and attention to detail, delivering white glove service to high-net-worth clients.
• Effective verbal and written communication skills for professional client and team interactions.
• Strong leadership and collaboration skills with internal/external partners, including Premier Underwriting Leadership.
• Adaptability and change management skills; proactive in supporting operational goals and organizational growth.
• Advanced analytical skills for operational challenges and process improvements.
• Continuous evaluation and refinement of service standards, metrics, and processes.
• Strategic thinking and analytical techniques for complex problem-solving and decision-making.
• Exceptional organizational skills; ability to manage multiple activities and priorities concurrently.
• Independent planning, management, and execution of assigned projects; excellent time management.
• Willingness to travel (estimated less than 10%).

Technical Skills:

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