Supervisor, Agency Support (On-site)

Western & Southern Financial Group•Fremont, MI

3d•Onsite

About The Position

The Supervisor Agency Support leads and develops a team of Agency Support Specialists to deliver exceptional service to independent agents and agencies. This role is responsible for driving performance, improving operational efficiency, and ensuring consistent service quality across agency support functions. The Supervisor partners cross-functionally, analyzes call data, and implements process improvements that enhance the overall agent experience.

Requirements

Bachelor's Degree Or equivalent experience - Required
Typically requires 3 years' of supervisory experience demonstrating successful managing, motivating, coaching, and building teams - Required
Experience interacting effectively with various levels within an organization - Required
Proven ability to mentor and lead diverse teams to successful results - Required
Proven ability to comprehend, educate others, and enforce policies and procedures - Required
Proven track record of delivering results - Required

Nice To Haves

Financial Services, Contact Center or Independent Distribution experience - Preferred
Insurance industry experience and knowledge - Preferred
Self-directed, highly motivated, and flexible in a fast-paced environment - Preferred
Detail oriented with the ability to manage priorities and multiple responsibilities - Preferred
Excellent verbal and written communication skills - Preferred
Decisiveness and attention to detail. - Preferred
Strong analytical thinking, understanding of technical concepts, and problem solving skills - Preferred
Demonstrated computer proficiency, solid to advanced PC skills, experience with Windows-based systems, Outlook, Excel, Word, Power BI - Preferred
Ability to troubleshoot technical issues - Preferred
Licensed in Life & Health Insurance Upon Hire - Preferred
LOMA designations or equivalent considered a plus. Upon Hire - Preferred

Responsibilities

Ensure service level objectives and performance metrics are consistently met; take corrective action as needed.
Analyze call center and operational data to identify trends, risks, and improvement opportunities.
Partner with Workforce Management to ensure appropriate staffing, phone coverage, and adherence to utilization plans.
Schedule staff, approve time-off requests, and manage workload planning.
Provide regular reporting to leadership on call volumes, IVR containment, staffing needs, and performance trends.
Collaborate frequently with internal stakeholders (e.g., Underwriting, Accounting, and cross-functional partners).
Support call campaigns, dialer activities, testing efforts, and special projects as assigned.
Own and manage agent feedback programs, including Heart of the Customer and After Call Surveys, to drive continuous improvement in agent experience and service quality.
Analyze survey data and trends, share feedback and insights with the team, prepare executive‑level reporting, and manage detractor outreach and resolution.
Leverage feedback to identify training needs, coaching opportunities, and enhancements to service, processes, and system functionality.
Performs other duties as assigned.
Complies with all policies and standards.
Provides direction to and development of associates through daily coaching, the administration of the Performance Management Model, and the creation and implementation of development plans.
Recruits, hires, trains and develops staff.