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Call Center Supervisor (Onsite)

Tampa, FL 33618

Posted: 05/10/2024 Employment Type: Direct Hire Job Category: Customer Service Job Number: 19879 Earning Potential: 60,000 +

Job Description

Job ID 19879 – Call Center Supervisor

Location: Tampa, FL 33618 – This position is onsite

Pay: $60,000 - $70,000 

Type:  Direct hire

Schedule:  M-F, 8 hour shift between 8:00 AM and 6:00 PM


Job description:
  • Supervision of Customer Service Team: Oversee and manage Customer Service team members within a business unit and call center setting.
  • Team Development: Recruit Customer Service employees and lead the creation of a comprehensive training program for new hires.
  • Training Facilitation: Conduct training sessions and implement job shadowing programs to ensure staff members are equipped with necessary skills and knowledge.
  • Collaboration with Technology: Work closely with technology teams to enhance workflow efficiency and introduce automation where applicable.
  • Collaboration with Marketing: Partner with Marketing to cultivate positive agent relations and ensure alignment with company standards.
  • Performance Metrics: Establish and enforce productivity and quality metrics for the department, ensuring adherence by team members.
  • Effective Communication: Communicate proficiently internally and externally, fostering strong relationships and promoting a cohesive work environment.
  • Additional Responsibilities: Undertake other tasks and projects as assigned, contributing to the overall success of the department and organization.

Requirements:
  • Must have 5-7 years of property and casualty insurance experience.
  • Must have 2+ years of experience as a supervisor in a call center environment.  
  • State of Florida 4-40, 20-44, or 2-20 licensure, or the ability to obtain a 4-40 license within first 30 days.
  • Thorough knowledge of the underwriting process and the analytics involved.
  • High school diploma or equivalent required.
  • Background check required.
  • Drug screening required.

Expected outcomes:
Week 1 – Getting to know the team, terminology, on time, positive.
30 Days – Evaluate the team, understand company culture, know internal processes and KPIs.
90 Days – Start making recommendations on KPI adjustments and/or improvements.  Developed rapport with the team, reliable, good fit for company culture, KPIs are trending in the right direction.
 

Meet Your Recruiter

Michelle Louden
Senior Director of Client Services

Hi, I’m Michelle, Senior Director of Client Services.  I look forward to connecting with you on your job search.

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