Call Center Supervisor

Safe-Guard Products International LLC•Wade Hampton, SC

2d•Onsite

About The Position

The Claims Supervisor supervises the day-to-day operation, overseeing inbound calls and back-office operations. This position has responsibility for hiring, coaching and development, and participates in succession planning, quality assurance and training, compensation recommendations, and workforce planning efforts. Assists with the development and execution of department goals and objective. Guiding work products, performance management, accountable for hiring and termination decision.

Requirements

Bachelor’s degree preferred; High School Diploma or equivalent combination of education and experience required.
5+ years of experience in supervision, call center and office environment. Insurance and/or financial field preferred.
Strong people, interpersonal skills, communication and presentation capabilities
Superior verbal/written skills with the ability to communicate effectively to employees as well as customers
Strong computer skills with the ability to understand proprietary policy service modules
Must have experience in managing remote teams, with a proven ability to lead and support distributed team members effectively.
Proficient in Windows and MS Office Products
Innovative, analytical, and creative with solutions to challenging situations
Exercises sound judgment when interacting with employees and customers
Must be authorized to work in the U.S
Must be able to successfully pass a background check

Nice To Haves

Insurance and/or financial field preferred.
Bachelor’s degree preferred

Responsibilities

Supervises a team of Claims Adjusters to ensure that claims are being administered properly within department and underwriter guidelines
Monitors call volume and productivity to ensure proper balance, consistency, and quality control within the department
Implements new procedures and amendments to existing procedures when necessary
Remains ‘hands on’ and synchronized with claims processing and underwriting to keep current with targeted standards.
Provides back up to adjusters at times of peak volume
Works directly with customers, dealers, and agents to help resolve complex claim issues
Cultivate strong and positive engagement with remote team members to ensure seamless collaboration and maintain a supportive team environment.
Provide coaching and mentorship to agents, guiding their professional development and enhancing their performance.
Offers internal support within the department and other areas of the company; including support to adjusters through continued training and guidance, as well as support to entire department when necessary