Customer Experience Supervisor

About the role

This position is for a Customer Experience Supervisor who will lead a team within the call center, overseeing all operations from protocol design to management of Customer Experience Representatives. The role requires a hands-on, entrepreneurial approach to ensure calls are handled professionally, efficiently, and in alignment with company standards to maintain a positive market image.

Responsibilities

• Guide and manage performance and professional development through coaching, mentoring, performance evaluations, and salary reviews.
• Perform regular file reviews and audits to ensure compliance with best practices.
• Facilitate and promote consistent, positive department financial results by strategizing and providing guidance to associates.
• Apply technical knowledge and experience, including understanding of coverage and minimum state requirements.
• Lead various projects to achieve department goals, such as cost management, quality assurance, training, and development.
• Control backlog errors and expenses.
• Use analytics and KPIs to analyze and evaluate associate and team performance.
• Perform additional duties as needed.

Requirements

• Bachelor’s degree or equivalent work experience.
• 3+ years of insurance experience within the private passenger market (preferred).
• 3+ years of leadership, supervision, and training experience (preferred).