Customer Service Supervisor

Sentry Insurance•El Paso, TX

40d•Hybrid

About The Position

The General, a subsidiary of Sentry Insurance, is currently seeking motivated individuals to join our team as a supervisor. The ideal candidate provides leadership to achieve efficient phone service of policy-related non-standard auto product inquiries received from agents, agency staff, Operations and customers. They are accountable for communicating and implementing departmental plans, objectives, and strategies as well as monitoring/driving key performance indicators and delivering targeted levels of service performance and reporting results to management. They will collaborate with Team Coaches to ensure effective execution of second level support processes.

Requirements

Demonstrated experience providing customer-driven solutions, support or service.
Solid knowledge of process improvement, customer value concepts, processes and behaviors.
Extensive knowledge of contact centers, policy processing or similar insurance processing environment.
Demonstrated effective leadership experience with people or projects.
Demonstrated communication skills.

Nice To Haves

Prior experience with leading direct reports highly preferred

Responsibilities

Create a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Works with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.
Lead with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices.
Manage and ensures resolution of escalated customer and agent issues.
Ensure adherence to state laws, regulations and company policy.
Monitor queues continuously to evaluate volume of calls waiting, number of incoming calls, wait times and allocating resources to ensure desired customer service level.
Oversee the development and implementation of schedule strategies to adjust resources.
Analyze and report department's performance, manages contingency plan and identifies and initiates opportunities to improve performance. Evaluates phone system and phone call volume for consistency, accuracy, and timeliness of response.
Manage the activities to identify the needs for new and revised policies and procedures including recommending new tools, techniques and technologies to streamline and enhance the execution of processes.
Oversee and ensure effective auditing coordination and reporting for processing. Oversees the implementation and coordination of training for processing operational staff on new policies and procedures/processes.

Benefits

Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you'll work in office.
As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office.
Meal Subsidy available for associates who report to an office.
401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.
Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program.
Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off.
Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.
Well-being and Employee Assistance programs.
Sentry Foundation gift matching program to encourage charitable giving.

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