Licensed Property & Casualty Operations Supervisor (Call Center)

Note: This position requires possession of an active Property & Casualty (P&C) Insurance License as well as the ability to become licensed in all 50 states.

The role will also require flexible availability between the hours of 7 AM and 11 PM Monday - Friday and between 9 AM and 9 PM on Saturdays.

We are unable to accept applications from candidates residing in the state of MI.

 

Benefits & Time Off: As a full-time position, Company benefits are offered in compliance with the Affordable Care Act (ACA), state and federal law, and Company policies. These benefits include Medical, Dental, Vision, Employee Assistance Program, Life and Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Accident, Critical Illness, Hospital Indemnity, Legal, Identity Protection, Pet Insurance, and 401k.
Full-time employees are eligible to receive paid time off (PTO) benefits based on the Company’s current paid time off policies and in accordance with applicable state law. Further, Colorado residents are eligible for Paid Sick and Safety Leave, per applicable state law provisions and Company policy. All benefits are subject to any plan changes at the Company’s sole discretion.

 

Compensation: this position will be paid on an hourly basis at $23.50. This base pay is subject to all applicable statutory deductions and authorized withholdings as required by law. This base pay is also subject to any authorized deductions to contribute toward the employee’s portion of benefits premiums and/or 401(k) contributions.

 

Essential Duties:

 

1. Customer Service Background:

• Possess a minimum of 5 years of customer service experience, demonstrating a strong understanding of customer needs and expectations, with a minimum of 2 years of call center supervisory experience.
• Showcase a track record of delivering exceptional customer experiences.
• Provide examples of resolving complex customer issues effectively.

 

2. Team Leadership:

• Supervise and lead a team of call center Advocates to ensure excellent customer service delivery.
• Provide guidance, support, and training to Advocates to improve performance.
• Foster a positive team culture and encourage professional development.

 

3. Customer Interaction:

• Handle escalated customer inquiries and complaints, ensuring their resolution.
• Assist Advocates in handling complex customer issues.
• Maintain a high level of empathy and patience when supporting Advocates and customer inquiries and complaints.

 

4. Product Knowledge:

• Develop and maintain a deep understanding of our products and services, particularly in P&C (Property and Casualty) Insurance, to assist Advocates and customers effectively.
• Convey complex information to both Advocates and customers in a clear and understandable manner.
• Stay up to date with industry regulations and policy changes related to insurance products.

 

5. Communication Skills:

• Demonstrate strong verbal, oral, and written skills to effectively communicate with Advocates and customers.
• Provide clear instructions and guidance to Advocates.
• Write comprehensive reports and documentation.

 

Main Objectives:

1. Team Performance:

• Oversee and monitor the performance of the call center team of Advocates to achieve and exceed customer satisfaction goals.
• Provide regular feedback and coaching to Advocates.
• Implement performance improvement plans when necessary.

 

2. Efficiency and Accuracy:

• Ensure efficient call center operations, minimizing hold times and optimizing resource allocation.
• Oversee the accuracy of customer records and data entry.
• Streamline processes and workflows to improve efficiency.

 

3. Team Collaboration:

• Promote collaboration among Advocates and maintain a positive team atmosphere.
• Foster knowledge sharing and best practices within the team.
• Encourage open communication and idea exchange within the team.

 

4. KPI Management:

• Monitor and manage key performance indicators (KPIs) to ensure team performance aligns with organizational goals.
• Track and analyze metrics such as call volume, average handling time, first-call resolution, and customer satisfaction scores.
• Develop strategies to improve KPI performance.

 

5. Balanced Scorecard Management:

• Develop and manage a balanced scorecard to measure and track team performance against strategic objectives and key performance indicators.
• Regularly review the scorecard with A