Contact Center Supervisor
Zurich Insurance Group•Houston, TX
•Hybrid
About The Position
The Contact Center Supervisor leads and inspires a team of front-line contact center assistance professionals and Team Leads. The role oversees daily contact center operations, workforce planning, performance, and employee development while fostering a positive, high-performing team culture. It contributes to customer experience, operational effectiveness, business results, and compliance with industry and internal standards.
Requirements
- High school diploma or equivalent.
- High level of customer service skills.
- Experience in a leadership role managing team performance.
- Exceptional communication and problem-solving skills.
- Proficiency in MS Office programs.
Responsibilities
- Lead the day-to-day operations of a team of 20–40+ contact center team members.
- Manage workflow, volume forecasting, delegated assignments, and scheduling.
- Build and maintain relationships with internal colleagues and external customers, analyzing and resolving customer service issues to meet customer satisfaction targets.
- Meet service level goals while adhering to allocated headcount and considering staffing requirements.
- Conduct mid-year and year-end performance management for direct reports.
- Deliver corrective action warnings, up to and including termination.
- Foster employee development.
Benefits
- Hybrid work arrangement: 3 days in the office and 2 days working from home.
- Regular annual and personal leave.
- Volunteer leave.
- Paid parental leave scheme.
- Competitive high-deductible health plan.
- Employee Assistance Program (EAP).
- Access to health and well-being activities.
- 401(k) program with employer matching.
- Comprehensive onboarding and continuous professional development.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
