Agent Support Supervisor
About The Position
Are you driven by operational excellence and eager to contribute to a company that aims to help its clients feel confident and secure about their future? As an Agent Support Supervisor, you will play a key role in leading the day‑to‑day operations of the Agent Support team, ensuring efficient workflow, high‑quality service, and strong collaboration across departments and with our agent field force. This position is a great opportunity to showcase your leadership skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.
Requirements
- Is known for their strong leadership and team‑building abilities
- Stands out for their excellent communication and coaching skills
- Demonstrates strong analytical, organizational, and problem‑solving abilities
- Is recognized for their ability to manage workflow, prioritize effectively, and maintain high service standards
- Has experience supervising teams or leading operational functions in a service‑oriented environment
- Beginner, intermediate, or advanced level of English proficiency may be required, as the role involves communicating with internal teams, leadership, and agent partners on a regular basis
Responsibilities
- Ensure all day‑to‑day functions of the Agent Support team are handled according to established guidelines and procedures
- Review workload distribution and make decisions to ensure work is completed within expectations
- Lead efforts to identify and correct policy‑related issues raised internally or by agent/agency partners
- Monitor department activities, workflow, and work quality using real‑time stats and auditing (including phone and chat metrics)
- Serve as a point of escalation for calls, emails, and questions requiring higher‑level support
- Lead hiring, training, coaching, and personnel actions for the department
- Complete year‑end performance evaluations and maintain accurate performance documentation
- Act as a resource for team members by addressing concerns, identifying opportunities, and answering questions
- Manage time‑maintenance reporting for direct reports
- Oversee productivity tracking and develop measurable team KPIs, communicating results to staff
- Lead internal and external meetings with staff, management, agent partners, and other departments
- Perform other duties as assigned based on business needs
- Conduct company business in accordance with all applicable laws, regulations, contractual obligations, and the iA Financial Group Code of Conduct
Benefits
- Flexible group insurance
- Competitive pension plan
- Stock purchase plan
- Vacation and wellness/personal development days
- Telemedicine
- Employee and family assistance program
- Ergonomic furniture program
- Performance bonus
- Discounts on iA products
- Medical, Dental, and Vision Insurance
- Company-Paid Term Life, AD&D Insurance, Long and Short-Term Disability Insurance
- Company-Paid Health Advocate Benefit
- Wellness Allowance
- Generous Paid Time Off Plan and Holidays
- 401(k) With Company Match
- Competitive Bonus Program
- Employee Assistance Program
- Employee Discount Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
