Contact Center Supervisor

Slide Insurance • Tampa, FL

7d

About The Position

At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded!

Requirements

• High School diploma required.
• Minimum 3 years of team lead or supervisory experience in a high-volume contact center, or minimum 1 year of experience as a Slide Contact Center Team Leader.
• Minimum 2 years of experience with homeowner claim reporting.
• Minimum 1 year experience Five9, Power BI & Guidewire required.
• Strong ability to lead, motivate, and support a team of policy services representatives.
• Demonstrated adaptability and flexibility in responding to changing requirements and or unexpected challenges.
• Proven success in fast-paced, dynamic work environments.
• Exceptional organizational and time management skills, with the ability to plan and prioritize effectively.
• Excellent interpersonal skills and the ability to collaborate professionally across departments.
• Proficient in Microsoft 365 applications, including Teams, SharePoint, Word, Excel, PowerPoint, and Outlook.
• Strong mathematical and analytical skills.
• Desire to live Slide’s Core Values.

Responsibilities

• Monitor individual and team performance, providing ongoing feedback and coaching to drive continuously improve results.
• Manage representative preparedness, availability, and overall productivity.
• Support team with complex task assignments and escalated issues.
• Collaborate with Leadership to identify and implement process improvement opportunities.
• Oversee schedules and timesheets, ensuring schedule adherence and accurate time reporting.
• Track calls, monitor abandonment rates, and ensure representative accountability.
• Ensure compliance and accuracy of data entry and policy structure.
• Regularly review Interaction Analytics data to identify process breakdowns and operational efficiency opportunities in Representative calls and address as needed.
• Report on team performance, key metrics, and outcomes.
• Oversee onboarding, training, and development of new and existing employees.
• Foster a work environment that promotes ethical behavior, accountability, and alignment with Slide’s core values and policies.
• Perform other duties, as assigned.

Benefits

• The Slide Vibe - An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology! Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.
• Benefits - Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional. A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you - Health Your Way!
• 2023, 2024 & 2025 BEST PLACE TO WORK - Tampa Bay Business Journal
• 2024 & 2025 TOP WORKPLACE - Tampa Bay Times (Local) &
• 2024 TOP WORKPLACE - USA Today (National)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 251-500 employees