Supervisor
Department:
Service Center
Typical Tenure for this Role:
5-10+ years
Promotion to this role is subject to availability.
Role Overview
Role Description
The Supervisor is a dedicated people leader responsible for the collective team performance and development. You are tasked with ensuring the Service Center meets or exceeds all operational goals, including service level and customer satisfaction. This role owns Tier 2 escalation support, manages HR-related issues, drives a positive customer and agent experience, and is the primary owner for complex, high-impact projects.
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Note on Schedule: This is a full-time, Monday–Friday position. Operational hours are 8:00 AM to 7:00 PM.
Key Skills & Competencies
The Supervisor is expected to be a confident and highly skilled leader who balances team management with high-level operational strategy.
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Leadership & Coaching: Hold the primary responsibility for coaching team members, in partnership with Team Leads.
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HR Management: Owner of HR-related issues and escalations, including timely complaint response.
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Problem Solving & Decision Making: Strong decision-making ability and problem-solving skills, particularly for Tier 2 escalations.
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Project Ownership: Owner for complex project work and the ability to balance multiple high-impact projects at a time.
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Team View: Viewed as the leader who can identify, define, and lead change management initiatives.
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Interpersonal Skills: Excellent interpersonal, listening, communication, and organizational skills are essential for success.
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Operational Management: Shared responsibility of Quality Assurance (QA) review with Team Leads.
KPIs
The Supervisor is ultimately responsible for ensuring the team consistently meets high-performance metrics across quality, value, and efficiency:
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CSAT: 83%
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VALADD: 14%
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Available %: 65%
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Accountability: Success is evaluated based on the ability to get results as an individual and from the team.
Role Development
Learning and Development
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Property and Casualty (P&C) Producer License: Required for the role.
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Additional insurance licensure, such as CIC, CISR, or CPCU, is highly beneficial for strengthening expertise and credibility.
Guidelines for Promotion into this Role
Promotion to Supervisor is based on a proven history of success in people, project, and operational management:
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Proven Leadership: Must have proven leadership and experience in successfully managing people, projects, and profit drivers.
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Expertise: Mastered skills for phone and processing support, and a history of modeling ideal behavior regarding production and commitment to great service.
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Coaching Experience: Strong interpersonal skills, with experience training, mentoring, and coaching individuals of varying skillsets.
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Project Track Record: A strong track record of successful complex project work and experience in skillfully handling escalated service requests.
Beyond this Role
Common Next Roles
Similar Roles
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