Licensed Service Supervisor

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

📋 Description

• Oversee both individual and team performance in accordance with the service agent performance framework, which includes Contact Delivery, Customer Impact, and CSC Standards.

• Track real-time phone behaviors, assess break thresholds, and evaluate after-call wrap times.

• Collaborate on and manage root cause analyses and action plans to identify any performance deficiencies.

• Lead, monitor, inspire, and assess daily performance at both the team and individual levels.

• Ensure adherence to company protocols and procedures by both teams and individuals.

• Work in partnership with quality, operations, product, and service support teams to meet compliance requirements.

• Collaborate across functions to align daily operational initiatives with the overall customer experience strategy.

• Manage Zendesk queue, prioritizing complex requests for both internal and external customers.

• Guide the team through automated digital transitions and the rollout of Gen AI auto-reply systems for automated service.

• Promote skill diversification among both licensed and unlicensed agents to balance workloads and minimize bottlenecks.

• Support cross-departmental initiatives aimed at achieving overall Objective Key Results, including effective call routing, IVR re-routes, and chatbot implementation.

⛳️ Requirements

• A minimum of 2 years’ experience in leading teams within a customer service call center environment.

• Experience with ticketing systems, specifically Zendesk, is essential.

• Previous customer service experience is required.

• At least 1 year of experience in the insurance sector with an active Property & Casualty license.

• A self-motivated work ethic is necessary.

• Proven track record of leading a team to achieve high performance standards.

• Capability to engage and collaborate effectively with cross-departmental stakeholders.

• Strong problem-solving skills with the ability to develop innovative solutions using analytical capabilities.

• Experience in people leadership, particularly in identifying and nurturing talent.

• Robust skills in prioritization, time management, influencing leadership, and project handling.

• Familiarity with managing email Service Level Agreements within ticketing systems.

• Experience in efficiency and performance management.

• Demonstrated change management experience with projects of various sizes and impacts.

• Background in leading through complex transitions while maintaining team engagement during uncertain times.

🏝️ Benefits

• Group plan offering medical, dental, vision, and prescription drug coverage.

• Short-term and long-term disability, along with life insurance coverage.

• Eligibility to participate in the Company’s bonus program.

• Enrollment in a 401(k) plan with a 5% employer match.

• Commuter benefits designed to lower parking and public transit expenses.

• 25 days of vacation time, in addition to 10 sick days and 10 company holidays.

• A genuine commitment to your professional growth and development.

• Regular team outings and opportunities for volunteering.

• A fantastic office environment.

• A hybrid working model that offers employees flexibility to work in a manner that best suits their job, teams, and personal lives.