Customer Service Supervisor

6 days ago

Houston, Texas, United States SageSure Full time
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

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.

About SageSure:

Named among the Best Places to Work in Insurance by Business Insurance for four years in a row (2020-2023), SageSure is one of the largest managing general underwriters (MGU) focused on catastrophe-exposed markets in the US. Since its founding in 2009, SageSure has experienced exceptional growth while generating underwriting profits for carrier partners through hurricanes, wildfires, and hail. Available in 16 states, SageSure offers more than 50 competitively priced home, flood, earthquake, and commercial products on behalf of its highly rated carrier partners. Today, SageSure manages more than $1.9 billion of inforce premium and helps protect 640,000 policyholders.

SageSure has more than 1000 employees working remotely or in-office across nine offices: Cheshire, Connecticut; Chicago, Illinois; Cincinnati, Ohio; Houston, Texas; Jersey City, New Jersey; Mountain View, California; Marlton, New Jersey; Tallahassee, Florida; and Seattle, Washington.

SageSure offers generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan, and more.

SageSure is a proud Equal Opportunity Employer committed to building a workforce that reflects the spectrum of perspectives, experiences, and abilities of the world we live in. We recognize that our differences make us strong, and we actively seek out diverse candidates through partnerships with organizations, institutions and communities that represent various backgrounds. We champion belonging and inclusion for all identities, including, but not limited to, race, ethnicity, religion, sexual orientation, age, veteran status, ability status, gender, and country of origin, striving to create a culture where all individuals feel valued, respected, and empowered to bring their authentic selves to work.

Our nimble, highly responsive culture nurtures critical thinkers who run toward problems and engineer solutions. We relentlessly pursue better outcomes by investing in the technology, talent, and tools that position us to succeed in demanding markets. Come join our team Visit sagesure.com/careers to find a position for you.

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