What are the responsibilities and job description for the Customer Support Supervisor position at Security First Insurance?
The Customer Support Supervisor will lead and develop a high-performing team, oversee daily operations, ensure customer service goals are met, handle escalations, and manage payroll. This role requires strong leadership skills, the ability to motivate a diverse team, and a focus on continuous improvement.
Key Responsibilities
Key Responsibilities
- Lead and mentor customer support specialists to meet performance goals.
- Monitor team performance and ensure quality standards are met.
- Manage employee schedules and adherence to optimize efficiency.
- Handle escalations, collaborate with cross-functional teams, and resolve issues.
- Oversee team training, timekeeping, and payroll management.
- High School Diploma or GED
- Two (2) years’ experience in a contact center or customer service supervisory role
- OR an equivalent combination of education, certification, training, and/or experience
- May be required to possess a valid state of Florida driver’s license
- Florida property & casualty (P&C) 220 license or ability to obtain within 1 year of employment
- Insurance industry designations or trade certifications as required
- Bachelor’s degree in a related field
- Three (3) years of industry experience in property & casualty (P&C) underwriting or claims or financial services industry
- Prior experience with coaching and training team members
- Bilingual (Spanish / English)