Call Center Supervisor

Call Center Supervisor

Call Center Supervisor is responsible for overseeing the department call centers. This role is also responsible for planning, conducting and leading ongoing call coaching for the operation of the department under minimal supervision to ensure departmental customer service expectations are met and maintained. This position requires thorough knowledge of company products and is responsible for the primary training of Service Representatives. The Call Center Supervisor reports to the Policy Service Manager.

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member's contributions:

• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service

Primary Responsibilities

• Efficiently and effectively train, develop and monitor overall performance of direct reports
• Actively monitor progress of direct reports and ensure team is trained to respond professionally, courteously, quickly and accurately to all inquiries from customers
• Works to resolve inquiries pertaining to the call centers and serves as a resource for the department
• Complete call coaching for all department employees eligible for call coaching program and facilitate results per department plan
• Monitor call centers daily and make scheduling, timing and/or administration recommendations to management accordingly
• Demonstrate ability to interpret policy provisions for all active policy types
• Execute in depth knowledge of all departmental processes relating to company procedures and facilitate consistent application throughout department
• Communicate effectively with both internal and external customers
• Take a proactive lead role in the daily workflow of the teams
• Provide strong leadership and set a professional example for direct reports
• Foster communication to maintain positive, professional relationships with direct reports
• Proactively look for continued ways to improve efficiencies within the department
• Efficiently process service requests from assigned work queue as necessary
• Attend, participate and present as assigned for team and department meetings
• Identify needs of our customers and take appropriate escalation action
• Efficiently and effectively intervene and appropriately research any product related problems that may arise within the teams
• Act as a liaison between direct reports and management
• Recommend, manage and handle special projects as needed
• Participate in interview and hiring process of applicants for open positions
• Assume additional responsibilities as needed in the absence of departmental management and/or other supervisor

Anticipated Salary: $58,500 - $62,000

Benefit Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

• Compressed 4 1/2-day work week (Half-Day Fridays)
• No monthly premium cost for employee medical, life and disability insurance coverage
• Paid time-off accrual, including annual rollover; and paid holidays
• Competitive 401(k) plan with immediate vesting on Company contributions
• Discounted on-site employee cafeteria
• On-site exercise facility and company-provided exercise time
• Tuition reimbursement and training incentives
• Access to voluntary dental and vision insurance coverage

Qualifications

• Bachelor's Degree required
• Three years of prior insurance industry experience required, Life and Health preferred
• Three years of prior call center experience required
• Industry education designation required, FLMI, ACS, AIRC preferred
• Ability to multi-task and effectively meet deadlines
• Proficiency with Microsoft Office Programs
• Strong time management skills and ability to prioritize
• Ability to maintain confidentiality and adhere to privacy standards
• Demonstrate reliability, accountability, integrity and professionalism
• Flexible and adaptable to changes
• Strong initiative and solid judgment abilities and skills
• Work successfully in a team environment
• Ability to lead and motivate people appropriately within expectations
• Ability to communicate effectively and appropriately to direct reports
• Strong written communication skills
• Ability to work independently and set personal goals and action plans

Required Competencies (Proficiency Level)

• Accountability (2)
• Continuous Learning (1)
• Customer Focus (2)
• Integrity (2)
• Organizational Awareness (1)
• Teamwork - Proficiency Level (2)

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.

Illinois Mutual is an equal opportunity employer.