What are the responsibilities and job description for the Agency Operations Supervisor position at Safepoint MGA, LLC?
Safepoint MGA is a Property & Casualty insurance carrier seeking experienced supervisors eager to coach and develop a team of customer service representatives. If you're passionate about leadership and assisting agents, we want to hear from you!
This position is based in our office in Tampa, FL 33618.
Job Summary
Supervising Agency Operations Associates in a business unit and call center environment. Develop and lead a team of representatives to ensure the highest level of customer service is provided to our agents and that the customer service integrity established by the company is adhered to and enforced.
Duties and Responsibilities
Essential Functions
Qualifications
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to grasp, handle or feel; and reach with hands and arms
Working Conditions
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines.
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This position is based in our office in Tampa, FL 33618.
Job Summary
Supervising Agency Operations Associates in a business unit and call center environment. Develop and lead a team of representatives to ensure the highest level of customer service is provided to our agents and that the customer service integrity established by the company is adhered to and enforced.
Duties and Responsibilities
- Provide daily supervision to the Marketing department and Agency Operations Associates, providing guidance and training
- Develop existing and new initiatives to enhance processes for communications with Agents and Agencies
- Coach Associates to develop effective relationships with Agents and Agency Force
- Train Agency Operations Associates on how to maintain Agent data within CRM (ACT) and policy administration systems (Duck Creek and Unisoft)
- Directly involved in the recruitment of Associates for the Marketing department
- Responsible for establishing productivity and quality metrics and the departmental adherence to these established metrics.
- Perform administrative duties related to team supervision, including performance evaluations, disciplinary action, scheduling, training, and maintaining team morale
- Compile reports for Agents, Agency Relations Managers, Management, and others as requested
- Serve as point of contact for tasks relating to the licensing of Agents, appointments, termination of agents, agent misconduct, enforcement actions, etc.
- Other tasks and projects as may be assigned
Essential Functions
- Ability to communicate clearly verbally and in writing
- Ability to handle inbound and outbound phone calls daily
- Ability to use computer and computer systems to research, enter, and update data
- Ability to learn new systems and information
- Ability to supervise and provide guidance to direct reports
- Ability to provide excellent customer service to Agents and internal and external stakeholders
- Ability to think critically, assess risk, and make informed decisions
- Ability to commit to attendance schedule on-site
Qualifications
- Property & Casualty experience strongly preferred
- 4-5 years of experience as a Supervisor in a call center environment required
- Resident Property & Casualty Licensure strongly preferred
- Excellent communication and organizational skills
- Advanced computer skills and strong systems knowledge
- College degree preferred
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to grasp, handle or feel; and reach with hands and arms
Working Conditions
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines.
Compensation & Benefits
We recognize that talented professionals are attracted to companies that provide a great place to work, combined with a comprehensive and competitive pay and benefits package, along with opportunities for personal growth and job advancement. For this reason we are pleased to provide:
- Market Competitive Wages
- Prof. Development and Educational Assistance Programs
- Safe Harbor 401K Plan with Immediate Vesting and an Automatic Company Contribution
- Paid Time-Off (Discretionary, PTO, Parental Leave, and others)
- Company Paid Holidays
- Health Insurance
- Dental Insurance
- Vison Insurance
- Short and Long Term Disability Insurance
- Flexible Spending Accounts with Company Contribution
- Health Savings Accounts with Company Contribution
- Employee Life and AD&D Insurance
- Dependent Life and AD&D Insurance
- Company paid AAA Membership
- Company paid Identity Theft Protection
- Other Ancillary Insurance Benefit Programs
- And more…
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