Supervisor, Operational Support

Supervisor, Operational Support

Responsibilities

• Lead and develop PCCS Support Analysts through coaching, workload management, performance feedback, and professional development.
• Lead and direct team members in the resolution of complex operational issues through problem-solving efforts, conducting root cause analysis, and developing/executing solutions.
• Ensure resolution of issues, including long-term prevention strategies, mitigating business impacts, and inefficiencies.
• Lead cross functional operational and strategic initiatives across the PCCS organization.
• Manage operational work intake, prioritization, and resource allocation decisions to ensure cross-functional project alignment with organizational priorities and strategic objectives.
• Own and oversee escalation management processes for complex customer service and billing-related issues.

Qualifications

• Bachelor’s Degree in business, management, operations, or related field required, or equivalent work experience.
• Minimum of five to seven years of progressive experience in customer service, operations, insurance, or related business functions.
• Minimum three years of experience leading cross functional operational, strategic, or enterprise projects required.
• Prior Leadership, Supervisory, Or Team Lead Experience Required.
• Strong understanding of customer service operations, escalation management, and process improvement methodologies.
• Experience working cross-functionally with business and technical teams.
• Strong organizational, analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities and initiatives in a fast-paced environment.
• Proficiency with operational reporting, workflow management, and business systems.
• Note Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.