Customer Service Call Center Supervisor

The Call Center Supervisor is responsible for the daily activities and management of the center through the effective use of resources. The Call Center handles inbound and outbound calling activity for all products and services as well as responding to customers via email, US mail, live chat, and faxes.

The Call Center Supervisor will be responsible for staffing our busy phone lines and ensure that our team is offering accurate, impeccable Customer Service.

Your Impact:

• Manage a team of CSR's in a fast-paced, rapidly innovating Customer Service Call Center.
• Supervise, coach and mentor subordinates. Perform on-going work observations, training and coaching of Call Center employees.
• Reviews daily, weekly and monthly reports on team progress.
• Motivate Call Center representatives, encourage growth and development. Help Call Center staff achieve/succeed in their goals. Create an open and creative environment that promotes team work.
• Address escalated client and customer issues as needed by working with internal departments as well as external clients.
• Direct and oversee cross-training initiatives to ensure even workload distribution and business knowledge continuity.

Successful Candidates Will Have:

• Associate’s degree or higher, and/or two to three years related experience and/or training, or equivalent combination of education and experience.
• 2-3 years experience with ACD telephone system. Knowledge of live chat and or other virtual customer response systems.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
• Computer and keyboarding skills required. Intermediate to advance knowledge of Microsoft Outlook, Word, Excel, Access and PowerPoint (or equivalents). Ability to effectively navigate through websites.

One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business. Launched just four years ago, One80 Intermediaries has grown to be one of the largest intermediaries in the United States. In 2022, Business Insurance ranked One80 as the 5th Largest MGA/Underwriting Manager/Lloyd’s Coverholder, and 5th Largest Underwriting Manager in the country

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Cleveland, OH 44143: Relocate before starting work (Required)

Work Location: In person