Call Center Supervisor

Since 2009, the mission of U.S. LawShield remains unchanged. We believe in Preserving Freedom for Good™ by educating our 700,000+ members and 6,000+ industry partners in self-defense law; empowering them to handle critical, life-threatening situations with confidence, protecting them from potential injustices in the legal system after acts of self-defense; and challenging the status quo regarding the affordability of legal defense. Our higher purpose is to create a united community of responsible individuals who believe in liberty and the inalienable right of self-defense.

We are looking for hard-working professionals who are not afraid to learn new things and challenge themselves. So, if you are a passionate self-starter and eager to make an impact in this ever-growing space, we encourage you to apply today!

Who We're Looking For

The Member Services Contact Center Supervisor will collaborate closely with key internal and external stakeholders to ensure the customers using our products and services are as satisfied as possible while supervising a team of inbound or outbound advisors and team leads that interact with members, customers, and prospects via phone, email, chat, and social media channels. This position is responsible for overseeing the performance and development of contact center advisors, the reporting of key operational and growth performance metrics, and managing the daily staffing needs of the contact center.

The right person for this team LOVES teamwork, is experienced in providing constructive feedback, handling varying workloads, and helping establish performance-oriented teams. Strong candidates are comfortable owning tasks from start to finish, as well as finding ways to constantly improve themselves and others. Ideal candidates are familiar with contact center KPI's, look for ways to improve efficiency, understand how to build rapport with customers and team members, and are comfortable explaining our Legal Defense for Self-Defense program.

Why Work at U.S. LawShield?

• Nation’s largest legal defense for self-defense organization with 700,000+ members and 6,000+ industry partners in 46 states
• Free U.S. LawShield membership for all eligible employees
• 15 days paid time off per calendar year
• Medical, Dental, Vision and additional supplemental coverages
• 401(K)

What You'll Do

• Supervise, monitor, and report on staff performance, including the establishment of performance expectations, providing feedback, coaching, professional development, and change management to contact center advisors and team leads
• Review and report on key performance objectives
• Identify recursive training needs for advisors and track training performance
• Ensure advisors are informed about changes to company products and services
• Ensure we are continuously improving regarding ease of doing business as well as delivering our intended customer experience
• Assist in the development of service and sales strategies, as well as the execution of short-term tactical plans
• Report team results, opportunities, and team needs to leadership
• Demonstrate the values of U.S. LawShield
• Perform other related duties as assigned

What You'll Bring

• 3 years of people management and strategic experience, ideally within a contact center environment, coaching and professionally developing direct reports and teams
• The ability to hire and train contact center advisors in the company’s customer service policies, procedures, and best practices.
• Experience developing engaging, collaborative, performance-oriented action plans; handling of disciplinary action in accordance with company policy
• 3 years of experience with a proven track record of success in customer service and/or relational sales arena
• Highly collaborative, analytical, and customer experience focusedStrong presentation, written, and verbal communication skills
• Ability to build trusting and professional relationships with colleaguesFluency in contact center speak and the vital KPIs required to provide exceptional service
• Proficient computer skills with the ability to learn new software
• Bachelor's degree preferred
• Property and Casualty Insurance License or the ability to attain one

Benefits and Perks

• Employer contributed medical insurance w/additional options available
• Optional dental, vision, and life insurance
• Paid time off
• 401(k)
• License to Carry (LTC) training provided

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