Supervisor, Customer Experience

We Insure•Austin, TX

2d•Onsite

About The Position

The Customer Experience Supervisor is responsible for leading a team of Contact Center Customer Service Representatives (CSRs) in delivering high-quality insurance service support to policyholders, producers, lenders, and designated contacts. This role oversees daily contact center operations, monitors performance in a production-based environment, and ensures resources are effectively allocated to meet service, quality, and efficiency expectations. The supervisor plays a critical role in driving accountability, coaching performance, and continuously improving customer experience.

Requirements

Understanding of call center KPIs and experience driving sustained, meaningful results
Exceptional leadership and coaching skills, strong self-management, ability to multitask and prioritize, problem resolution, communication, and listening skills
Must have high attention to detail and demonstration of quality control
Proven track record of dependability and consistency in performance
Capable of working effectively both independently and as part of a n onsite or remote team
Strong ethical values and integrity in all professional interactions
Proficiency working in Microsoft 365
Bachelor’s degree preferred
Texas Producer’s license required , ability to obtain a non-resident license in multiple states, including Florida
Minimum 3 years of experience supervising within a contact center environment
Must have above standard understanding of personal lines insurance requirements (minimum 3 years P & C insurance experience)

Nice To Haves

Experience working in an independent insurance capacity working with multiple carrier platforms (preferred)

Responsibilities

Lead, coach, and develop team members to ensure strong customer interactions, retention, and relationship building.
Ensure the team consistently meets or exceeds departmental goals, service levels, and quality standards.
Supervise and manage personnel matters including hiring, performance management, corrective actions, and terminations.
Oversee accurate and timely servicing of personal and commercial lines insurance policies.
Monitor, analyze, and close performance gaps across key contact center metrics.
Manage call center KPIs including call quality, average handle time (AHT), availability, hold times, after-call work (ACW), and productivity.
Execute strategies aligned to internal service standards and external customer expectations.
Communicate effectively with internal partners and leadership regarding performance, risks, and improvement opportunities.
Organize and oversee daily team operations, including scheduling, workload distribution, and productivity monitoring.
Maintain and analyze performance data, identify trends, troubleshoot operational issues, and complete required reporting.
Serve as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.
Conduct weekly coaching sessions, side-by-side observations, and provide real-time feedback to reinforce expectations.
Maintain up-to-date coaching documentation, root cause analysis, and action plans.
Support the team during high call volume periods and handle escalated calls as needed.
Complete call monitoring, file audits, and quality reviews in alignment with department standards.
Allocate work and resources to ensure coverage, efficiency, and service consistency.
Facilitate weekly team huddles and monthly meetings to drive communication, engagement, and accountability.
Train, develop, motivate, and retain associates through structured coaching and development planning.
Participate in call calibrations, performance discussions, and leadership meetings.
Complete associate performance reviews based on quantitative and qualitative results.
Monitor attendance, adherence, and dependability, reinforcing expectations consistently.
Create, maintain , and reinforce standard operating procedures.
Participate in process reviews, system testing, and identification of efficiency and quality improvements.
Maintain high standards of confidentiality, professionalism, and ethical conduct.
Perform additional duties and projects as assigned.

Benefits

Medical, Dental, Vision, Life, Pet
Flexible Spending Account
Competitive Salaries
401K Match
Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
Short and Long-Term Disability
Employee Support Programs, Including Mental Health
Tuition Reimbursement
Matching Charitable Gift Program
Lucrative Referral Program