Customer Service Supervisor

Overview: 

SageSure is seeking an experienced Customer Service Supervisor to motivate, support and lead our Customer Service Contact Center team members to maximize performance. The ideal candidate must have customer service and supervisory experience in a contact center environment.   

If you are an effective communicator, able to lead and motivate a team, are organized and reliable, as well as results-oriented, we’d like to meet you!  

This position will be based out of our Cincinnati OH, Marlton NJ, or Tallahassee FL office location. 

What you’d be doing: 

• Assist in setting performance targets for both individuals and the team to ensure alignment with business objectives for customer service representatives 
• Interviews and hires entry level customer service representatives, ensuring they are well-equipped to succeed in their roles. 
• Provide guidance, support, and feedback to staff by addressing questions and fostering a positive work environment. Foster long-term growth by conducting thorough needs analysis and bridging learning gaps through ongoing development efforts for direct reports. 
• Develop strategies to optimize processes, improve team efficiency, and maintain high levels of employee motivation and engagement. 
• Monitor and evaluate team performance using key performance indicators (KPIs) to ensure targets are met by providing consistent and targeted coaching and identifying areas for improvement. 
• Track inbound calls, emails, and live interactions to assess performance and generate reports for management. Actively monitor inbound calls, ensuring agents are aware of call volumes, wait times, and abandonment rates, maintaining service level standards. 
• Ensure strict adherence to company policies related to attendance and establish operational procedures. 
• Keep leadership informed of any emerging issues, challenges, or opportunities for improvement. 
• Prepare and present monthly and annual performance reports, analyzing key data points to inform strategic decisions. 
• Performs other duties as assigned 

We’re looking for someone who has:  

•  2+ years’ experience supervising direct reports and proven experience as a call center supervisor or similar supervisory position  
• Working knowledge of MS Office  
• Outstanding communication and negotiation ion skills  
• Excellent organizational and leadership skills  
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills  
• Ability to work under pressure  
• Can work during the required scheduled shift on Monday – Friday from 11AM - 8PM, with rotating Saturday coverage shift of 10AM - 3PM (Eastern Time)  
• 2+ years' experience in property & casualty insurance  
• Property/Casualty license required within six (6) months of accepting position  
• High School Diploma  

Highly preferred candidates also have: 

• Bachelor’s Degree  
• Insurance Certification 

About the Policy Services Team at SageSure: 

Helping customers and a service mindset are at the core of SageSure’s Policy Services team approach. Policy Services roles are directly responsible for building the brand, and we take that very seriously at SageSure. Our Policy Services team is the voice of SageSure—having frequent connections with our customers. Serving the customer is fulfilling and a great way to learn about the insurance industry. Policy Services roles have career progression paths built-in, and with all the industry knowledge you’ve gained, you’ll be primed for advancement within the department or across the company. The nature of the work requires constant interfacing with other teams, including underwriting, sales and marketing. As a part of this growing team, you’ll experience a fast-paced environment that requires dynamic involvement and provides accelerated learning.