Solera Holdings, LLC. · 8 hours ago
Supervisor Client Support
Jacksonville, FL
Full-time
Onsite
Mid LevelSolera Holdings, LLC. is a company focused on providing exceptional customer support through its call center operations. The Call Center Supervisor will lead and develop a team of customer service agents, ensuring optimal performance and quality service delivery while aligning team efforts with organizational goals.
Artificial Intelligence (AI)Auto InsuranceAutomotiveEnterprise SoftwareInsuranceInsurTechRisk ManagementSaaSSoftware
No H1B
Responsibilities
Oversee daily operations and team performance, ensuring service level attainment and meeting business objectives
Lead one-on-one coaching sessions, conduct performance reviews, and provide feedback to motivate and support agents
Foster a team-oriented environment, reinforcing the company’s vision through everyday actions and decision-making
Empower agents by providing opportunities for input on process improvements and developing new ways to enhance customer interactions
Manage the onboarding process for new agents and identify ongoing training needs for skill enhancement
Create and implement structured development plans and training programs based on business requirements
Work closely with agents to ensure they are meeting key performance indicators (KPIs) and drive continuous personal and professional growth
Monitor key performance metrics and quality assurance standards for agents, ensuring adherence to company goals
Address performance issues by analyzing call center data and offering actionable feedback to drive improvement
Celebrate achievements, reinforce milestones, and acknowledge efforts that contribute to the team’s success
Maintain a high standard of service quality through regular call monitoring and performance reviews
Conduct audits, deliver constructive feedback, and develop corrective action plans to ensure compliance with quality benchmarks
Utilize Live Monitoring and other tools to provide real-time feedback and continuously improve performance
Handle complex customer queries and issues escalated from agents, ensuring timely and effective resolutions
Address behavioral issues and conflicts in a fair, tactful manner, while working to prevent future issues
Maintain professionalism when handling sensitive situations, ensuring customer satisfaction at all times
Monitor and manage agent attendance, addressing issues such as callouts and absenteeism
Enforce attendance policies fairly and consistently while supporting agents in improving attendance and productivity
Generate and analyze daily performance reports, utilizing data to make informed decisions and implement strategic improvements
Help agents set SMART goals, track their progress, and ensure that individual and team objectives align with business priorities
Continuously evaluate call center processes and implement strategies to enhance operational efficiency and effectiveness
Identify roadblocks, suggest improvements, and streamline operations to achieve optimal results
Qualification
Required
Strong ability to inspire and motivate a team, fostering a positive and productive work environment
Strong understanding of the emotional needs of both customers and team members, addressing concerns with care and building trust
Able to quickly identify issues, analyze root causes, and implement effective solutions to operational challenges
Take responsibility for team performance and actions, ensuring goals and targets are met
Driven by a focus on performance outcomes, consistently striving to meet and exceed goals
Excellent verbal and written communication skills, able to provide clear and concise feedback and maintain open communication channels
Highly organized, capable of managing multiple tasks, prioritizing work, and ensuring deadlines are met
Ability to adapt to changing business needs, new technologies, and evolving customer expectations
Strong ability to build relationships with agents, management, and clients, creating a positive and supportive work culture
Demonstrates honesty, respect, and ethical behavior in all interactions, following through on commitments and delivering results
Applicants must be currently authorized to work in the United States on a full-time basis without the need for employer sponsorship
Company
Solera Holdings, LLC.
Solera is the global leader in vehicle lifecycle management software-as-a-service, data, and services.
Founded in 2005
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2015-09-14Acquired
Leadership Team
Bill Brower
Senior Vice President, Global Industry Relations & North America Claims Sales
Jason Palmer
Vice President of Products
Recent News
Solera Global Corp.
2025-10-09
Company data provided by crunchbase