PEAK6 · 9 hours ago
Supervisor, Customer Experience
Austin, TX
Full-time
Onsite
Mid, Senior Level
3+ years expPEAK6 Insurtech Services LLC is focused on delivering tailored insurance solutions through its franchise platform and direct insurance provision. The Customer Experience Supervisor will lead a team of Customer Service Representatives to ensure high-quality service and efficient operations in the contact center, while driving accountability and continuous improvement in customer experience.
Financial ServicesInformation TechnologyTrading PlatformVenture Capital
Responsibilities
Lead, coach, and develop team members to ensure strong customer interactions, retention, and relationship building
Ensure the team consistently meets or exceeds departmental goals, service levels, and quality standards
Supervise and manage personnel matters including hiring, performance management, corrective actions, and terminations
Oversee accurate and timely servicing of personal and commercial lines insurance policies
Monitor, analyze, and close performance gaps across key contact center metrics
Manage call center KPIs including call quality, average handle time (AHT), availability, hold times, after-call work (ACW), and productivity
Execute strategies aligned to internal service standards and external customer expectations
Communicate effectively with internal partners and leadership regarding performance, risks, and improvement opportunities
Organize and oversee daily team operations, including scheduling, workload distribution, and productivity monitoring
Maintain and analyze performance data, identify trends, troubleshoot operational issues, and complete required reporting
Serve as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution
Conduct weekly coaching sessions, side-by-side observations, and provide real-time feedback to reinforce expectations
Maintain up-to-date coaching documentation, root cause analysis, and action plans
Support the team during high call volume periods and handle escalated calls as needed
Complete call monitoring, file audits, and quality reviews in alignment with department standards
Allocate work and resources to ensure coverage, efficiency, and service consistency
Facilitate weekly team huddles and monthly meetings to drive communication, engagement, and accountability
Train, develop, motivate, and retain associates through structured coaching and development planning
Participate in call calibrations, performance discussions, and leadership meetings
Complete associate performance reviews based on quantitative and qualitative results
Monitor attendance, adherence, and dependability, reinforcing expectations consistently
Create, maintain, and reinforce standard operating procedures
Participate in process reviews, system testing, and identification of efficiency and quality improvements
Maintain high standards of confidentiality, professionalism, and ethical conduct
Perform additional duties and projects as assigned
Qualification
Required
Understanding of call center KPIs and experience driving sustained, meaningful results
Exceptional leadership and coaching skills, strong self-management, ability to multitask and prioritize, problem resolution, communication, and listening skills
Must have high attention to detail and demonstration of quality control
Proven track record of dependability and consistency in performance
Capable of working effectively both independently and as part of an onsite or remote team
Strong ethical values and integrity in all professional interactions
Proficiency working in Microsoft 365
Texas Producer's license required, ability to obtain a non-resident license in multiple states, including Florida
Minimum 3 years of experience supervising within a contact center environment
Must have above standard understanding of personal lines insurance requirements (minimum 3 years P&C insurance experience)
Experience leading a team in a metrics-based environment and utilizing coaching techniques to close performance gaps
Preferred
Bachelor's degree preferred
Experience working in an independent insurance capacity working with multiple carrier platforms
Benefits
Medical, Dental, Vision, Life, Pet; Flexible Spending Account
Competitive Salaries
401K Match
Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
Short and Long-Term Disability
Employee Support Programs, Including Mental Health
Tuition Reimbursement
Matching Charitable Gift Program
Lucrative Referral Program
Company
PEAK6
We're In The Business Of What Ought To Be The business of doing, creating, and building the world the way we see fit.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
J
Judi Hart
Chief Executive Officer at We Insure
Recent News
2025-01-16
2025-01-15
Austin Business Journal
2024-02-01
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