Contact Center Supervisor

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001's culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets - our employees.
Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.
Summary:
The Contact Center Supervisor oversees Customer Service Coordinators within the Contact Center Team(s). This includes directing staff to achieve department goals and objectives within established service delivery expectations; representing the needs of the work units for product implementation and system enhancements; training and mentoring representatives to assure cohesive unit; and ensuring department and Company policies and procedures are applied correctly.
Main Accountabilities

• Supervises staff including setting expectations, coaching, and counseling staff, evaluating performance, conducting performance reviews, delivering side-by-side observations and coaching, maintaining attendance records, ensuring department and company practices and procedures are followed, ensuring adequate coverage, and assisting with the hiring process. Ensures staff provides highest level of service to customers within service delivery standards for accuracy, timeliness, and productivity.
• Provide coaching and mentoring to Customer Service Coordinators to create and foster engagement, as well as a high-performance culture
• Work in partnership with other leaders (Team Lead, Supervisor, Manager, Sr. Manager, Associate Director, Director, Vice President) to provide consistent messaging and support to the team(s)
• Assists with monitoring service levels and communicates issues to Contact Center leadership and Workforce Management
• Addresses escalated calls/issues and takes appropriate action to calm upset customers and resolve customer issues/complaints in relation to our process
• Observes the work environment to ensure we maintain a positive and engaged atmosphere
• Monitors phone call quality, attends and participates in meetings focused on quality and efficiency
• Serves as an active presence in chats (when required) - adds content, answers questions, validates and provides additional resources
• Identifies training opportunities and conducts quick hit sessions (when required)
• Utilizes system resources to ensure regular coaching and feedback is provided and documented
• Assists with other duties as assigned

Qualifications

• Minimum of 3 years supervising employees in a life insurance-industry related field, with life and annuity business preferred.
• Minimum of 4 years of related experience with customer service/call center, agency administration, life insurance/annuity processing
• Knowledge of Annuity Products, (Fixed, Fixed Index, and Variable), preferred
• Demonstrated ability to communicate effectively and concisely on complex matters to all levels of management, both written and verbal
• Strong research, analytical, problem solving, organizational, and math skills
• Ability to engage, retain and develop talent to improve team capabilities
• Detail-oriented and capable of managing multiple initiatives at one time
• Proven ability to supervise teams of staff in a fast-paced and deadline driven environment without losing sight of customer service requirements
• Exceptional time management skills, including ability to multi-task and work with shifting priorities, meeting tight deadlines and timetables
• Professional designations or demonstrated work toward achieving designations such as LOMA's Fellow/Associate Life Management Institute, (FLMI/ALMI), Associate in Annuity Products and Administration (AAPA), Associate in Customer Service (ACS), Associate Insurance Regulatory Compliance (AIRC), and/or Associate Insurance Agency Administration (AIAA)
• Associates or bachelor's degree preferred