Call Center Supervisor

About the Job

Call Center Supervisor

Position Summary:

Supervision of remote employees who are part of an Inbound Service Contact Center. Responsible for effective service team management in an on-site or virtual environment that includes, but is not limited to, motivating, mentoring, team building, developing, supporting, and coaching staff, in an effort to grow the business by driving key performance indicators.

Essential Duties and Responsibilities:

• Virtual supervision of a team of direct reports servicing and selling Gerber Life Insurance products, which includes the team's adherence to policies, procedures, and regulatory compliance.
• Provide guidance, training, and coaching to ensure individual, team, and cohort productivity and quality goals are met and to ensure the development of direct reports through performance management. This includes utilizing technology that allows video conferencing between the supervisor and the agent as required.
• Utilize relevant reports, team activities, and production statistics to ensure individual, team, and Company goals are met.
• Responsible for motivating and fostering a wellness culture, creating an environment of continuous process improvement as well as continuous improvement on personal and team performance; strong sales acumen. Drive and implement changes.
• Provide management with timely, relevant, and accurate reporting of activities and production statistics using specialized software/equipment such as I3, skill-based routing, workforce management, and call monitoring.
• Proper planning, communication, and management of identified objectives across departmental lines, with all levels of associate/management, outside vendors, including Legal and Compliance personnel.
• Act as an intermediary between consumers and the company, handling escalated calls and other sensitive situations
• Provides direction to and development of associates through daily coaching, the administration of the Performance Management Model, and the creation and implementation of development plans.
• Performs other duties as assigned.
• Complies with all policies and standards.

Minimum Requirements:

• Must pass a Federal Background check.
• Proven ability to mentor and lead teams of diverse members to successful results.
• Ability to comprehend, educate, and enforce relevant policies/procedures.
• Proven track record for delivering results.
• Proven change agent.
• Self-directed, highly motivated.
• Ability to operate in a fast-paced environment.
• Manage priorities.
• Computer proficient.
• Excellent verbal and written skills.
• Proven analytical thinker; understands technical concepts and problem-solving.
• 3 - 5 years supervisory experience demonstrating successful management, gaining commitment, energizing, motivating, and coaching others to build a successful team.
• Ability to manage 15-17 non-exempt reports, including working weekends.
• Financial Services or Contact Center experience considered a plus.
• Call Center experience considered a plus.
• Proven experience interacting effectively with various levels within the organization.

Preferred Requirements:

• Insurance industry experience and knowledge considered a plus.
• Previous supervision of work-from-home team considered a plus.
• Bachelor's degree preferred or equivalent work experience.
• Solid to advanced PC skills.
• Ability to troubleshoot technical issues.

Special Position Requirements:

• Flexibility on shifts is needed to ensure complete coverage is provided. Assigned shifts will be between the hours of 8:00 am and 7:00 pm (Eastern Time), Monday through Friday.
• Minimum Computer Requirements:
  • All equipment provided by the client.
• Software Requirements:
  • All equipment shall be provided by the client.
• Internet Connection:
  • DSL, Cable, or FIOS high-speed connection with at least 3 Mbps download speed and 1 Mbps upload speed required.
  • No Satellite or dial-up access is accepted.

Other Requirements:

• You will need to provide a Corded USB Headset with a microphone
• Home Office Setup:
  • Office set up in a quiet and safe space in the home
  • Private space to prevent the sharing of caller information with other members of the household.

Americans with Disability Specifications:

Physical Demands:

While performing the duties of this job, the employee is required to stand or sit, use hands to finger, handle or feel objects, and type on a keyboard. The employee must also be able to reach with hands and arms, balance, speak clearly, and hear. Specific vision abilities required by the job include close vision, depth perception, and the ability to adjust and focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is working from the quiet of their home office. No background noise, such as TV, dogs barking, cell phone ringing, people talking, etc. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.

EOE Disability/Vets:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.