Customer Service Supervisor

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Guide and mentor a team of 15–18 Insurance Professionals by providing constructive feedback, coaching, and ensuring accountability.

• Track key performance indicators (KPIs) and proactively address any gaps while celebrating outstanding achievements.

• Manage schedules, workload allocation, and monitor real-time performance metrics.

• Act as the primary point of contact for escalations, ensuring swift resolutions and reinforcing best practices.

• Collaborate with leadership, Workforce Management, and Training to devise staffing, scheduling, and development strategies.

• Identify areas for improvement to enhance efficiency, service quality, and team experience.

• Cultivate an inclusive, supportive, and motivating workplace culture.

• Lead team meetings and promote effective virtual communication.

• Partner closely with HR, Talent Acquisition, and cross-functional leaders on recruitment, onboarding, retention, and performance management initiatives.

• Assist with departmental initiatives, special projects, and change management assignments as required.

⛳️ Requirements

• Bachelor’s degree or a High School Diploma/GED.

• A minimum of 2 years of progressive experience in a Contact Center environment.

• Demonstrated experience in supervising or leading teams with the ability to coach, develop, and hold team members accountable.

• A strong sense of urgency; thrives in fast-paced, results-driven, high-volume settings.

• Proven capability to analyze data, make informed decisions, and proactively manage team performance.

• Excellent problem-solving, organizational, and time management skills; adaptable to shifting priorities.

• Willingness to obtain a Property & Casualty insurance license within 90 days.

• Flexibility to work during all operational hours as necessary.

• Proficient in Microsoft Office Suite; familiar with telephony and workforce management systems (Avaya, Verint, NICE).

🏝️ Benefits

• Comprehensive full medical, dental, and vision insurance.

• Basic life insurance at no cost to the employee.

• Company-paid short-term and long-term disability coverage.

• 12 weeks of 100% paid parental leave.

• Health Savings Account (HSA).

• Flexible Spending Accounts (FSA).

• Retirement savings plan.

• Personal paid time off.

• Paid holidays and a company-wide Wellness Day off.

• Paid time off to volunteer with nonprofit organizations.

• Pet-friendly office environment.

• Commuter benefits.

• Group pet insurance.

• On-the-job training and skills development opportunities.

• Employee Assistance Program (EAP).