Contact Center Supervisor

Worcester County, MA

Onsite

Fulltime

Job Description Summary:

Assists Supervisor with all designated tasks of running contact center team for a homeowner insurance carrier maintaining the agents' performance and adherence. Monitoring the queue and service level to maintain coverage and taking calls.

Key Responsibilities:

As a part of a call center team the member is expected to assist their assigned Supervisor in maintaining coverage of the queue, taking calls at least 20% of the time on a weekly basis, during peak times, low service level and special events. Answering questions via team’s chats, performing QA on agents, providing detailed feedback, coaching and developing team. Hosting or assisting in team meetings to review team performance as a whole, areas that need improvement and providing important updates. Assisting in various administrative duties including but not limited to tracking and recording attendance, adherence, IT issues, response times. The team lead works hand in hand each day to ensure their team is performing to the best of their abilities, identifying where retraining may be needed and ensuring success as a whole.

QUALIFICATIONS:

• Min. 5 years of experience with 2 years in team lead/SME role

• Previous background in personal lines insurance of at least 2 years

• Previous Team Lead experience in an inbound call center with high call volume

• Effective communication skills

• Strong ethics • Relationship building

Core Skills:

• Team management

• Transfer and effectively communicate knowledge of business rules

• Solid understanding of QA process, procedure, and guidelines

• Professional demeanor and effective communication skills

• Basic knowledge of office suite

• Ability to multitask and work in a fast-paced environment

• Motivated and willing to learn new tasks

• Problem solving skills Additional Skills:

• Positive attitude

• Team player

• Forward thinker