Carrier Quality Workflow Supervisor

Service Center

Essential Responsibilities

Essential Duties and Responsibilities:

Workflow Management & Production Flow

• Oversee daily work distribution for Carrier Quality Estimators and Audit Estimators to ensure balanced workloads and timely completion
• Monitor queue volumes, turnaround times, and service level expectations across carrier programs
• Identify workflow bottlenecks and adjust assignments to maintain productivity and quality standards
• Partner with leadership to prioritize urgent, escalated, or high-risk work items
• Ensure workflow alignment with carrier-specific requirements and audit cadence

Workflow Automation & Systems Support

• Support implementation and optimization of workflow automation tools and routing logic
• Partner with Technology and Process teams to improve workflow efficiency and visibility
• Identify manual process gaps and recommend automation opportunities
• Help maintain data accuracy within workflow and tracking systems

Production Reporting & Performance Visibility

• Own daily and weekly production reporting for Carrier Quality teams
• Track teammate productivity, queue movement, and turnaround performance
• Provide visibility to leadership on capacity, workload trends, and potential risks
• Support performance conversations with data-driven insights

People Leadership & Team Supervision

• Directly supervise workflow coordinators or operational support teammates (as applicable)
• Set clear performance expectations and provide ongoing coaching and feedback
• Support onboarding and training of new workflow teammates
• Review and approve timecards, PTO, and attendance compliance
• Foster a culture of accountability, responsiveness, and teamwork

Cross-Functional Collaboration

• Work closely with Carrier Quality Supervisors, Audit teams, Training, and Operations leadership
• Ensure alignment between workflow distribution and quality expectations
• Communicate production trends, risks, and improvement opportunities across teams
• Support continuous improvement initiatives impacting workflow and productivity

Escalation & Issue Resolution

• Serve as the first point of contact for workflow-related issues and assignment concerns
• Escalate systemic capacity or volume risks to leadership
• Help coordinate resolution of misrouted, stalled, or aging work items

Knowledge, Skills, and Abilities

Skills:

• High school diploma or GED required; associate or bachelor’s degree preferred
• 4 years of experience in collision repair operations, estimating support, workflow coordination, or similar operational roles
• Prior supervisory or team lead experience preferred
• Strong understanding of Carrier Quality processes, estimating workflows, and audit cycles
• Proficiency with workflow management systems, reporting tools, and estimating platforms (CCC/Mitchell preferred)
• Strong analytical and organizational skills with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication skills and ability to collaborate across functions
• Comfortable working with production metrics, dashboards, and reporting tools
• Process-minded with a continuous improvement mindset
• Professional, solutions-oriented leadership presence
• Must be in current role 1 year
• Must be at least 18 years of age

Working Environment

This position is primarily remote or desk-based and requires prolonged computer work. The Carrier Quality Workflow Supervisor plays a critical operational role in maintaining production flow, enabling quality execution, and supporting carrier performance through efficient work routing and team coordination.

Physical Requirements

Work is generally conducted in a standard office administrative setting with limited exposure to physical hazards.

Alignment with Caliber's Core Values - We do the Right Thing - We are Inspired to Serve - We are Courageous - We are Proud - We have Fun

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.