Qualfon · 1 day ago
Licensed Call Center Supervisor (Property & Casualty)
United States
Full-time
Remote
Senior Level
$23.50/hr - $23.50/hr
5+ years exp
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Hiring Manager
Rebekah Cary
Insider Connection @Qualfon
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Responsibilities
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.
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.
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.
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.
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.
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.
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.
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.
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.
Develop and manage a balanced scorecard to measure and track team performance against strategic objectives and key performance indicators.
Regularly review the scorecard with Advocates to ensure alignment with goals.
Identify areas for improvement based on scorecard data.
Manage team schedules, including shifts and breaks, to ensure coverage during peak call volumes.
Conduct weekly one-on-ones with Advocates to discuss individual performance, goals, and development.
Address staffing and resource allocation issues promptly.
Manage UKG and time cards to ensure accurate payroll and attendance tracking for Advocates.
Handle escalated customer calls and complex issues, providing resolutions and exceptional service.
Monitor Advocates' interactions with customers to ensure quality and compliance with company standards.
Collaborate with Advocates to find innovative solutions to customer challenges.
Analyze call center performance data, including KPIs and the balanced scorecard, and generate reports for management.
Identify trends and areas for improvement, implementing necessary changes.
Create comprehensive reports for executive summaries and strategic planning.
Assist Advocates in investigating and resolving customer complaints or issues.
Escalate unresolved issues to the appropriate channels.
Develop and implement strategies to reduce the recurrence of common issues.
Coordinate training sessions and ongoing development programs for call center Advocates.
Ensure Advocates are up-to-date with industry trends and best practices.
Provide individual coaching and mentorship to Advocates to enhance their skills.
Ensure all Advocates are familiar with and adhere to company policies, including call handling, data security, and customer privacy.
Enforce compliance with industry regulations and ethical standards.
Conduct regular audits to monitor policy adherence.
Maintain availability during scheduled shifts and be flexible to accommodate call center needs.
Implement effective scheduling practices to ensure adequate coverage during peak and off-peak hours.
Be accessible to Advocates for support and guidance outside of regular work hours when needed.
Qualification
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Required
Possession of an active Property & Casualty (P&C) Insurance License.
Ability to become licensed in all 50 states.
Flexible availability between the hours of 7 AM and 11 PM Monday - Friday and between 9 AM and 9 PM on Saturdays.
Minimum of 5 years of customer service experience.
Minimum of 2 years of call center supervisory experience.
Track record of delivering exceptional customer experiences.
Ability to resolve complex customer issues effectively.
Supervise and lead a team of call center Advocates.
Provide guidance, support, and training to Advocates.
Foster a positive team culture and encourage professional development.
Handle escalated customer inquiries and complaints.
Assist Advocates in handling complex customer issues.
Maintain a high level of empathy and patience.
Develop and maintain a deep understanding of P&C Insurance.
Convey complex information clearly to Advocates and customers.
Stay up to date with industry regulations and policy changes.
Demonstrate strong verbal, oral, and written communication skills.
Provide clear instructions and guidance to Advocates.
Write comprehensive reports and documentation.
Oversee and monitor the performance of the call center team.
Provide regular feedback and coaching to Advocates.
Implement performance improvement plans when necessary.
Ensure efficient call center operations.
Oversee the accuracy of customer records and data entry.
Streamline processes and workflows to improve efficiency.
Promote collaboration among Advocates.
Foster knowledge sharing and best practices within the team.
Monitor and manage key performance indicators (KPIs).
Track and analyze metrics such as call volume and customer satisfaction scores.
Develop strategies to improve KPI performance.
Develop and manage a balanced scorecard.
Regularly review the scorecard with Advocates.
Identify areas for improvement based on scorecard data.
Manage team schedules, including shifts and breaks.
Conduct weekly one-on-ones with Advocates.
Address staffing and resource allocation issues promptly.
Manage UKG and time cards for accurate payroll.
Handle escalated customer calls and complex issues.
Monitor Advocates' interactions with customers.
Analyze call center performance data and generate reports.
Identify trends and areas for improvement.
Assist Advocates in investigating and resolving customer complaints.
Escalate unresolved issues to the appropriate channels.
Coordinate training sessions and ongoing development programs.
Ensure Advocates are up-to-date with industry trends.
Provide individual coaching and mentorship to Advocates.
Ensure all Advocates are familiar with and adhere to company policies.
Enforce compliance with industry regulations and ethical standards.
Conduct regular audits to monitor policy adherence.
Maintain availability during scheduled shifts.
Implement effective scheduling practices.
Benefits
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
401k
Paid time off (PTO)
Paid Sick and Safety Leave
Company
Qualfon
Qualfon has a strong track record of customer service and back-office processing growth.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Michael Marrow
CEO
Abelardo Torres
Managing Director
Recent News
Company data provided by crunchbase
