Call Center Supervisor

Call Center Supervisor - Claims Division

Position Summary

Nation Safe Drivers is seeking a driven and customer-focused Call Center Supervisor to lead daily operations within our F&I Claims Call Center environment. This leadership role is responsible for overseeing frontline claims support staff, ensuring operational excellence, delivering exceptional customer experiences, and driving team performance against service, quality, and productivity goals.

The ideal candidate is a hands-on leader who thrives in a fast-paced call center environment, excels at coaching and developing teams, and brings strong operational oversight and Workforce Management (WFM) experience. This individual will play a key role in fostering a culture of accountability, collaboration, and continuous improvement while supporting customers through escalated claims-related inquiries.

What You’ll Do

Lead Daily Call Center Operations

• Oversee day-to-day operations of the F&I Claims Call Center, including claims intake support and customer service activities
• Monitor real-time call volume, queues, staffing levels, and workloads to ensure service levels and response time goals are consistently achieved
• Identify and resolve operational bottlenecks, workflow issues, and customer experience concerns
• Ensure claims documentation and customer interactions are handled accurately and in compliance with company standards

Coach, Develop & Support Teams

• Lead, motivate, and coach frontline call center agents and team leads
• Provide real-time support during escalated customer interactions and high-volume periods
• Conduct call reviews, performance coaching sessions, and quality feedback discussions
• Assist with scheduling, attendance management, staffing coverage, and adherence monitoring
• Promote a positive, high-performance culture centered around accountability and teamwork

Manage Customer Escalations

• Resolve escalated customer concerns related to claims, coverage questions, claim status, and service experiences
• Ensure issues are handled professionally, efficiently, and in alignment with company and client expectations
• Analyze escalation trends and collaborate with leadership on process improvement opportunities

Drive Operational Performance

• Support Workforce Management (WFM) initiatives including:
• Staffing optimization
• Schedule adherence
• Real-time queue monitoring
• Monitor and analyze key KPIs including:
• Service Levels
• Average Handle Time (AHT)
• Quality Scores
• Productivity Metrics
• Customer Satisfaction

Ensure Quality & Compliance

• Reinforce operational consistency, quality standards, and compliance expectations
• Support QA initiatives, call audits, and documentation reviews
• Ensure all operational activities align with company policies and client requirements

Support Continuous Improvement

• Identify opportunities to improve operational efficiency and customer experience
• Assist with implementation of new tools, procedures, and process enhancements
• Support process standardization initiatives across the department

Qualifications

Required

• High school diploma or equivalent required (Bachelor’s degree preferred)
• Previous call center supervisory or leadership experience required
• 2–4 years of call center or operations experience
• 1+ year of supervisory, coaching, or team lead experience
• Experience handling escalated customer interactions in a professional and solution-oriented manner

Preferred

• Workforce Management (WFM) experience strongly preferred, including:
• Scheduling and staffing management
• Real-time queue monitoring
• Adherence management
• Experience with platforms such as Five9, Verint, or similar call center/WFM systems
• Knowledge of automotive ancillary products such as:
• Extended Service Contracts
• GAP
• Tire & Wheel
• Key Replacement Products

What Makes You Successful

• Strong leadership and coaching abilities
• Excellent communication and problem-solving skills
• Ability to thrive in a fast-paced, metrics-driven environment
• Customer-first mindset with strong operational awareness
• Self-motivated, organized, and adaptable

Join a team committed to delivering exceptional service and operational excellence while helping drive the future of customer experience at NSD.