Supervisor, Contact Center

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

📋 Description

• Oversee calls and documentation to ensure compliance with company policies and guidelines.

• Work collaboratively with internal teams to enhance process efficiencies.

• Direct and manage FNOL, Water Mitigation, and Customer Engagement representatives responsible for claim intake through phone and digital channels.

• Guarantee that files are thorough, precise, and meet Accuserve and carrier standards.

• Comprehend FNOL, Water CSR, Exterior CE, and other contact center workflows.

• Conduct quality audits on select FNOLs and relay audit trends and findings to management.

• Analyze reports to spot anomalies and trends.

• Process FNOLs during peak call times, typically accounting for less than 5% of the time, except during CAT events.

• Execute daily quality assessments, including reviewing inbound and outbound calls and other communications.

• Evaluate staffing requirements and adjust contact center queues using workforce management strategies.

• Provide feedback to managers on areas that require enhancement.

• Monitor SME Chat for urgent customer inquiries.

• Oversee the daily functions of FNOL/Water CSR representatives and delegate tasks accordingly.

• Performance coaching (50%).

• Administrative/SME Chat (20%).

• Coverage monitoring (10%).

• Claim reviews/QA (15%).

• Escalations/call coverage (5%).

• Carry out additional responsibilities as assigned and as business needs evolve.

⛳️ Requirements

• High school diploma or GED is required; an associate or bachelor’s degree is preferred, or an equivalent combination of education, training, and experience.

• A minimum of two years' experience in a supervisory role, overseeing the daily operations of frontline contact center representatives.

• In-depth knowledge of company products, services, and operations to effectively resolve customer inquiries.

• IICRC Certification or the ability to obtain certification within six months.

• Previous experience with AI, Chatbot, and/or virtual agents is preferred.

• Familiarity with workforce management practices and tools, including scheduling and quality monitoring software.

• Willingness to work overtime or flexible schedules during high volume and CAT events is required.

• Capability to lead and efficiently manage large teams.

• Proven problem-solving and decision-making skills.

• Analytical and root cause analysis capabilities for process improvement initiatives.

• Strong interpersonal skills and sensitivity in interactions with others.

• Proficient in MS Office and other standard software applications.

• Reliable high-speed home broadband internet connection with a minimum of 25 MB download and 10 MB upload speeds.

• Ability to connect to home internet via ethernet cable when working remotely.

🏝️ Benefits

• Fully remote work setup.

• Opportunity to work overtime or flexible schedules during high volume and CAT events.

• Accuserve’s Human Centric Value Proposition: community, valuable connections, and an innovative approach to navigating the insurance landscape.