Supervisor, Service Center | Direct Bill

Location: South Sioux City, NE

Lead People. Drive Service Excellence. Make an Impact.

Are you a people-first leader who thrives on coaching teams, improving processes, and creating exceptional customer experiences?

We're looking for a Supervisor, Service Center | Direct Bill to lead a high-performing team responsible for delivering outstanding service to our customers, agents, and business partners. In this role, you'll combine leadership, operational excellence, and strategic thinking to build an engaged team, enhance performance, and drive continuous improvement across our Service Center operations.

This is an opportunity for someone who enjoys developing people, leveraging data to improve results, and creating a positive, customer-focused culture where employees can grow and succeed.

What You'll Do

Lead and Develop a High-Performing Team

• Coach, mentor, and develop team members to achieve individual and departmental goals.
• Foster a culture of accountability, collaboration, recognition, and professional growth.
• Conduct regular 1:1 meetings, provide meaningful feedback, and support career development planning.
• Motivate and engage employees while creating a positive work environment where team members feel valued and supported.
• Partner in recruiting, interviewing, hiring, onboarding, and developing top talent.

Drive Operational Excellence

• Monitor service levels, productivity, quality, and performance metrics to ensure exceptional customer experiences.
• Analyze trends and operational data to identify opportunities for improvement and implement effective solutions.
• Help create, refine, and track key performance indicators (KPIs) that align with business objectives and support team success.
• Proactively identify challenges before they become issues and develop strategies that improve efficiency, accuracy, and customer satisfaction.
• Lead continuous improvement initiatives and champion innovative ideas that enhance service delivery.

Deliver Exceptional Customer Service

• Serve as a resource and escalation point for complex customer, agent, and account inquiries.
• Promote a proactive customer service model focused on responsiveness, accuracy, and relationship building.
• Partner with internal teams to strengthen communication, streamline processes, and deliver a consistent customer experience.
• Support the implementation of new products, workflows, systems, and operational enhancements.

What We're Looking For

We're seeking a leader who can inspire others, build strong teams, and create an environment where employees enjoy coming to work and delivering excellent service.

Successful candidates will bring:

• Bachelor's degree or equivalent combination of education and experience.
• Experience in customer service, call center operations, insurance operations, billing services, or a related field.
• Leadership experience coaching, mentoring, leading projects, or supervising employees.
• Strong analytical skills with the ability to use data and metrics to drive decisions and improve performance.
• Excellent communication, relationship-building, and conflict-resolution skills.
• A passion for employee development, engagement, and creating a positive workplace culture.
• Ability to balance people leadership with operational accountability.
• Property & Casualty License or the ability to obtain within 90 days of hire.

Preferred Qualifications

• Insurance industry experience.
• Experience developing performance metrics and service standards.
• Experience leading process improvement or operational excellence initiatives.
• Experience building employee engagement and recognition programs.

Why Join Us?

At Great West, an Old Republic Company, we believe exceptional customer experiences start with engaged employees. As a Service Center Supervisor, you'll have the opportunity to shape the future of our customer service operation by developing talent, improving processes, and leading a team that makes a difference every day.

If you're a proactive leader who enjoys coaching others, driving results, and creating a positive and rewarding work environment, we'd love to hear from you.

Apply today and help us continue delivering outstanding service to our customers, agents, and communities.