Customer Service Supervisor

The Supervisor of the Agency Services Contact Center partners with the Operations Leadership Team to oversee and optimize daily operations of the Masterpiece phone queues and email inventory, ensuring service levels and compliance standards are consistently met. This role is responsible for driving continuous improvement in customer service, operational effectiveness, and staff development. The Supervisor will recommend, develop, and execute process and staffing enhancements, fostering a culture of productivity, innovation, ownership, and service excellence within the Agency Services function.

Key Responsibilities:

• Lead and Manage Team:
  Lead a team of customer service representatives in a high-volume call center, managing incoming calls and inquiries from agents and brokers regarding Chubb personal lines policies.
• Service Level & Compliance Oversight:
  Monitor phone and non-phone (email) inventory in collaboration with Workforce Management and leadership partners to ensure optimal staffing, responsiveness, and compliance with regulatory standards and service level agreements (SLAs).
• Resource Allocation & Scheduling:
  Oversee staff scheduling, PTOs, absences, and turnover, adapting workforce plans to meet evolving business needs and ensure continuity in service delivery.
• Performance Management:
  Conduct performance management through regular feedback, goal setting, and reviews, emphasizing service excellence, ownership, and accountability.
• Process & Quality Improvement:
  Analyze team metrics to identify trends, best practices, and opportunities for process, quality, and compliance improvements. Propose, implement, and monitor enhancements for quality, efficiency, and regulatory adherence.
• Coaching & Development:
  Provide coaching, mentorship, and leadership to promote compliance, creativity, and specialized expertise. Foster an inclusive, collaborative, and positive team environment.
• Strategic Partnership:
  Collaborate with department managers and senior leadership to assess operational costs, staffing needs, and budgetary impacts. Support the development and execution of strategies aligned with Personal Risk Services profitability and growth objectives.
• Change Management:
  Lead and support transformative change, ensuring team engagement and successful adoption of new processes and initiatives. Communicate a clear vision and empower team members to embrace innovation.
• Technical Expertise:
  Serve as a technical expert on specific issues or projects, guiding solutions and removing obstacles for the team.
• AI Integration & Enablement:
  Champion the adoption and integration of AI tools and technologies within Agency Services operations and identify opportunities to leverage AI for process automation, customer experience enhancement, and data-driven decision-making.

Competency Skills:

• Service Excellence: Commitment to delivering outstanding customer service, setting high standards for responsiveness, accuracy, and professionalism. Champions a customer-centric mindset.
• Ownership & Accountability: Instills personal and team ownership for outcomes, encouraging proactive problem-solving and follow-through. Holds self and team accountable for meeting service levels, compliance, and operational goals.
• Productivity: Drives a results-oriented culture, setting clear expectations and measurable objectives. Implements process improvements and resource allocation strategies to maximize efficiency.
• Transformative Leadership & Change Management: Leads by example during change, communicating a clear vision and purpose. Empowers team members to embrace innovation and adapt to new processes.
• Culture Building: Fosters an inclusive, collaborative, and positive team. Recognizes and celebrates achievements, reinforcing behaviors that support service excellence and productivity.
• Strategic Thinking & Decision Making: Uses data and analytics to inform decisions, anticipate challenges, and identify opportunities. Collaborates effectively with senior leadership and cross-functional teams.
• Communication & Influence: Communicates transparently and persuasively with all stakeholders, ensuring alignment and understanding of priorities. Builds trust and credibility through consistent, honest, and respectful interactions.

Technical Skills:

• Knowledge of Masterpiece/PLS/Mass Auto/Non-Masterpiece systems a