What are the responsibilities and job description for the CUSTOMER EXPERIENCE SUPERVISOR position at Peak6?
We Insure, LLC. is an independent insurance franchise that takes immense pride in providing like-minded entrepreneurs with successful agency ownership. With more than 200 agency locations in 35 states, We Insure continues to grow rapidly and supports our agency owners, customers, and carriers by facilitating faster service, greater efficiencies, better choices, and improved bottom lines. What makes We Insure stand out: we are data-driven for better value and people-led for better service. And our leadership is seeking more highly motivated, career-driven people to help lead our efforts!
We Insure has received countless awards including Jacksonville Business Journal’s Best Places to Work and Fastest-Growing Private Companies, and Inc.’s 5000 Fastest Growing Companies. If you are looking for a long-term career in a supportive, goal-driven, growth environment with a company that believes in developing its people, We Insure is the right fit for you and we encourage you to apply today!
The Customer Experience Supervisor will oversee a team of Contact Center CSRs responsible for delivering exceptional insurance service support to policyholders, producers, lenders and designated contacts. The supervisor monitors the call center production environment consistently to ensure proper allocation of resources are utilized.
Location: Austin, Texas - Onsite
Duties/Responsibilities:
Lead and coach team members to ensure quality customer interactions and relationship building.
Ensure the team meets or exceeds departmental goals and objectives.
Supervise and manage personnel issues including selection, termination, performance appraisal, and professional development.
Oversee the effective servicing of personal and commercial lines policies.
Understand and close gaps in key contact center metrics.
Manage call metrics such as call quality, average handle time, availability, hold times, and tasks per hour.
Execute strategies and goals to meet internal and external customer needs.
Communicate effectively with internal and external stakeholders.
Organize and supervise day-to-day team activities to achieve performance goals, including accurate customer transaction handling, productivity monitoring, and scheduling.
Maintain and analyze statistics, troubleshoot operational problems, and complete team reports.
Identify and resolve escalated issues, serving as a point of expertise for complex customer issues.
Conduct weekly coaching, side-by-side observations, and provide real-time coaching as needed.
Maintain updated coaching plans and address root causes and action plans.
Manage escalated calls and assist in high call volume periods.
Grade call monitoring reports and file audits for quality review.
Distribute department work and allocate resources effectively.
Conduct weekly team stand-ups and monthly meetings to maintain a positive work environment.
Train, develop, motivate, and retain associates.
Attend call calibrations and performance meetings to discuss team progress.
Provide associate reviews based on production results.
Monitor attendance and implement dependability expectations.
Create and reinforce standard operating procedures.
Assist in process reviews, testing, and identifying efficiency improvements.
Maintain high levels of confidentiality, dependability, and professionalism.
Complete additional assigned projects.
Required Skills/Abilities:
Understanding of call center KPIs and how to drive meaningful results
Exceptional leadership skills, self-manage, ability to multitask, 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
Education or Experience:
Bachelor’s degree preferred
Texas Property & Casualty 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 working in an independent insurance capacity working with multiple carrier platforms (preferred)
Experience leading a team in a metrics-based environment and utilizing coaching techniques to close performance gaps
Work Environment:
This job is located in a comfortable indoor area
Physical Requirements (if applicable):
Most of the time is spent sitting at a desk and working on a computer and there is frequent opportunity to move about
Must be able to lift, up to 15 pounds at times
Able to stand and walk as needed
Travel Requirements:
0 – 10%
#LI-RF1
Why join the We Insure Team?
The We Insure Difference:
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
Flexibility: Remote and Hybrid Opportunities Available
This position is not able to be performed in California, Colorado, New York or Washington.
EEO
We Insure Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Disability
We Insure Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at hrinfo@peak6insurtech.com. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.
