Customer Service Supervisor

Allied Solutions•Carmel, IN

1d•Onsite

About The Position

This role requires overseeing day-to-day call center operations, delivering effective coaching to the agents on a variety of call center KPIs, ensuring compliance, and optimizing service delivery. This individual must provide leadership and support to the Customer Solutions team through clear communication, that allows for long-term success of the call center and their agents. This role supervises a team of up to 12 employees and is responsible for a full range of personnel management tasks, including interviewing, coaching, performance evaluations, career development, disciplinary actions, and terminations. Additional responsibilities include handling account escalations, facilitating training, leading team meetings, holding frequent one-on-one check-ins, and ensuring the call center effectively supports both lenders and their borrowers. The role also involves cross-departmental collaboration to ensure procedures and protocols are functioning effectively for all stakeholders. Regularly report departmental updates to management and maintain a positive work environment through strong employee relations.

Requirements

High school diploma or GED.
3-4 years of work-related experience required.
Call center or equivalent customer service experience required.

Nice To Haves

No leadership experience required, though some leadership experience is preferred.

Responsibilities

Employee Development & Engagement – 70%
Provide Regular Coaching and Feedback
Conduct one-on-one coaching sessions to reinforce strengths and identify areas for improvement.
Deliver constructive feedback based on performance metrics and customer interactions.
Balance ensuring agent performance meets client expectations and satisfaction through cross departmental collaboration.
Develop Individual Performance Plans
Create personalized development plans to support employee growth and career advancement.
Set clear goals and track progress with regular performance check-ins.
Balance short term and long-term career growth.
Foster a Positive Work Environment
Promote teamwork, engagement, and open communication.
Encourage peer recognition and celebrate achievements regularly.
Lead Team Meetings and Engagement Activities
Host engaging, informative team meetings that align with business goals.
Plan team-building activities and morale-boosting activities.
Identify and Create a Pipeline of High Performing Agents
Recognize top talent and support their professional development through mentorship and advancement opportunities.
Conduct Performance Reviews
Provide clear and honest evaluations that provide balanced insights into employee strengths and opportunities.
Collaborate with HR to ensure fair, objective, and actionable reviews.
Manage Recognition and Reward Programs
Ensure employees feel valued and appreciated for their contributions.
Support and utilize the True Blue Award program and other department incentives.
Knowledge and Quality – 20%
Insurance Industry Expertise
Display understanding of auto and real estate insurance policies, processes, and regulations.
Educating Agents on Preventing Escalations
Implement best practices for managing customer expectations and resolving escalations.
Compliance and Regulatory Knowledge
Maintain familiarity with insurance compliance standards (ie: flood, Fannie Mae).
Reporting and Data Analysis
Demonstrate ability to interpret agent level quality performance and create actionable coaching plans.
Ability to Access and Utilize Knowledge Tools and Resources
Remain up to date on current procedures.
Continually train agents on utilizing internal knowledge resources
Frequently review and provide recommendations to improve overall processes and procedures.
Cross Department Collaboration
Coordinate with other leadership teams to address loan-level issues that require multiple teams to resolve (CPI Claims, Lender Task Admin, Escrow Payment Processing, QA, and Client Experience).
Collaborate with other teams when client or loan-level escalations occur (QA, Legal and Compliance, and Client Experience).
Quality Assurance (QA) Standards
Demonstrate familiarity with monitoring tools, QA scorecards, and call evaluation methods.
Utilize quality management programs to track coaching plans and outcomes.
Personnel Management – 10%
Review and approve associate timecards at least bi-weekly, monitoring for accurate clock-ins and clock-outs, PTO balances, and adherence to company attendance policies.
Review associate phone adherence on a weekly basis, monitoring for consistent sign outs and adherence to department phone sign-out policies.
Accurately complete associate attendance trackers in a timely manner.
Review agent attendance trends to ensure the right benefits and protected leave options are being offered.
Partner with HRBPs to ensure company attendance policies are being met, including providing and following FMLA and ADA accommodations, following progressive discipline policies, and finding solutions to prevent associate turnover.