Ancillary Claims Supervisor

Essential Job Functions

• Oversee daily call center operations, including phone, email, and chat workflows, ensuring service levels and KPIs are consistently met (AHT, SLA, productivity, adherence).
• Monitor real-time dashboards and adjust staffing or priorities to maintain optimal coverage and service performance.
• Serve as escalation point for complex or high-risk customer interactions, ensuring professional and timely resolution.
• Perform manual check payment requests as backup to Project Coordinator.
• Conduct biannual performance reviews and provide verbal and written coaching, feedback, and performance counseling as needed.
• Coach and train less experienced examiners to ensure performance aligns with established operational standards and expectations.
• Serve as a mentor and resource for the claims department and is available for consultation/discussion with examiners.
• Assist with promoting and managing an effective quality assurance and training program.
• Assess more complex cases and settle or initiate further actions within approved authority limits.
• Ensure adjudication processes follow stated acceptable standards.
• Absorb and conduct trend analysis to identify potential adverse claims results or operational improvement opportunities.
• Produce and deliver ad hoc reporting to requested individuals; assist with the production of department reporting.
• Review selected dealership accounts to proactively identify any service or loss control issues and will make recommendations on how best to address them with collaboration Claims Manager.
• Assist with staffing which includes contacting potential candidates, scheduling interviews, conducting interviews, and input on the release of employee(s).
• Oversee timekeeping accuracy by reviewing and approving employee timecards, attendance, and PTO requests in support of the payroll process.
• Demonstrate versatility and adaptability to navigate various directions and challenges within the role.
• Perform Manager duties in his/her absence.

Minimum Qualifications

• Minimum 2 years of claims or call center environment experience.
• Minimum 2 years prior leadership experience.
• High proficiency with MS Office suite.
• Familiar with contact center software solutions. NiCE InContact is a plus.
• Claims Adjusters License (preferred).
• Experience in team leadership, training, development, and performance management.
• Ability to make sound decisions, resolve problems, prioritize assignments, and lead a workforce in a fast-paced, ever-changing environment.
• Proven ability to manage multiple tasks efficiently and effectively while meeting deadlines.
• Exceptional attention to detail and a high degree of accuracy.

Key Competencies

• Leadership & Coaching: Demonstrates strong leadership presence with the ability to motivate, develop, and hold team members accountable.
• Call Center Operations Expertise: Deep understanding of high-volume, multi-channel service environments.
• Claims Expertise: Strong analytical and decision-making skills related to claims adjudication.
• Customer Focus: Committed to delivering a high-quality customer experience across all interactions.
• Communication: Clear, professional communication across all levels of the organization.
• Problem Solving & Adaptability: Ability to prioritize, pivot, and make decisions in a fast-paced environment.