Community Care Center Supervisor

The Community Care Center (contact center) Supervisor collaborates closely with key internal and external stakeholders to ensure that the customers using our products and services are as satisfied as possible. You will assist in the development of daily task execution for inbound and outbound contact center advisors who interact with members, customers, and prospects via phone, email, chat, and social media channels. This position is responsible for overseeing contact center floor management, advisor needs, escalated customer contacts, and aiding in the performance and development of team members.

Duties/Responsibilities

• Works with a team of contact center advisors to achieve the center’s operational performance goals and team needs
• Assists in the execution of the contact center’s strategy
• Identifies and assists with recursive training needs for advisors and tracks training performance
• Ensures continuous improvement regarding ease of doing business as well as delivering the intended customer experience
• Reports on team results, needs, and opportunities to contact center and corporate leadership
• Demonstrates expert-level skill in handling escalated calls from members and customers
• Assists in the daily, weekly, and monthly workforce management plan
• Holds agents accountable for individual and assigned team performance
• Demonstrates the values of U.S. LawShield
• Other related duties as assigned
  
  
  
  

Required Skills/Abilities

• Excellent organization and time management skills
• Highly collaborative, analytical, and customer experience-focused
• Strong presentation, written, and verbal communication skills
• The ability to build trusting and professional relationships with colleagues
• Fluency in contact center speak and the vital KPIs required to provide exceptional service
• Proficient computer skills with the ability to learn new software quickly
  
  
  
  

Education And Experience

• High school diploma, associate degree, or some college is preferred
• Property and Casualty Insurance License or the ability to attain one
  
  
  
  

Supervisory Responsibilities

• None
  
  
  
  

Benefits

• Performance-based quarterly bonuses
• 15 days of PTO per calendar year, with additional time accruing with tenure
• 10 paid holidays
• Medical, dental, vision and additional supplemental coverage options
• Employee Assistance Program (EAP) with travel protection, counseling, and medical bill-saver program
• 401(k)
• U.S. LawShield membership included with employment