Markel ยท 10 hours ago
Contact Center Supervisor - State National
Bedford TX
Full-time
Hybrid
Mid, Senior Level
5+ years expMarkel is a Fortune 500 company that provides insurance, reinsurance, and investment operations globally. They are seeking a Contact Center Supervisor to oversee daily operations of the Inbound and Outbound Teams, ensuring productivity, quality, and customer service standards are met or exceeded.
Insurance
No H1B
Responsibilities
Assist with hiring, training, motivating and scheduling an adequate number of employees to meet, or exceed, department goals while staying within expense guidelines
Monitor ACD for inbound/outbound traffic flow and agent status to ensure service level and response time objectives are met
Oversee the timely processing of insurance verifications queue utilizing proprietary system
Make real-time schedule changes as necessary and track all schedule exceptions
Monitor performance standards as established by management and provide regular feedback to maximize performance and reward/acknowledge outstanding performance
Update appropriate reports on individual and team performance
Maintain employee performance records, provide regular feedback and conduct yearly employee performance reviews
Handle escalated calls and provide appropriate follow-up to ensure customer satisfaction
Monitor client requests or problem reports to identify any systematic patterns which may require additional action
Assist with identifying training needs by working with department manager and trainer to develop and implement effective training for new and existing employees with a goal to consistently improve overall service
Assist in development of staff to meet career path and objectives
Track employee attendance and maintain accurate hours in the payroll system
Assume responsibility for department day to day operations and providing support and direction to other supervisors, in the absence of the Manager
Clearly define expectations for team and instill in them a sense of ownership, responsibility, and accountability
Assist manager with design, testing and implementation of system enhancements and new systems working with IT development team and others as needed
Assume project/special task duties as assigned by manager
Update carrier contact information for insurance verifications
Report system issues to manager and appropriate subject matter expert
Qualification
Required
Advanced knowledge of collateral protection insurance
Good working knowledge of workforce scheduling, ACD and IVR systems
Good customer service skills
Good verbal and written communication skills
Ability to solve problems effectively
Ability to multi-task
Ability to understand and analyze statistical reports
High School Diploma or equivalent required
Minimum of 4 years previous call center lead or supervisory experience
Minimum of 5 years of call center experience required
Good working knowledge of Microsoft Office Products, specifically Excel or Access
Knowledge of principles and processes for providing customer service
Knowledge of administrative and clerical procedures and systems
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future
Preferred
Some college preferred
Benefits
Health, dental and vision insurance plan options
Optional life, disability, and AD&D insurance
401(k) with employer match contributions
Employee Stock Purchase Plan
PTO
Corporate holidays
Floating holidays
Parental leave
Company
Markel
As the insurance operations within the Markel Group Inc.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Keimig
President & Chief Executive Officer - Markel Surety Corporation
Richard Whitt
Retired, Co-chief Executive Officer
Recent News
2025-05-28
Company data provided by crunchbase