Operations Supervisor

November 18

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Aardy

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Travel • Insurance • Marketplace

Aardy is a leading travel insurance marketplace in the USA. The company allows travelers to compare and save on trip insurance by offering a wide selection of policies from various insurance providers. Aardy prides itself on providing price certainty, ensuring customers get the best state-approved rates for travel insurance plans without finding a cheaper price elsewhere. The company is akin to shopping experiences like Amazon, aiming to simplify the process of purchasing travel insurance. With numerous positive customer reviews and an excellent TrustScore, Aardy emphasizes customer satisfaction, offering easy-to-use services and knowledgeable support. Aardy also supports social causes by donating to the Special Operations Warrior Foundation.

11 - 50 employees

🏪 Marketplace

💰 $150k Seed Round on 2015-05

📋 Description

• Oversee the call center’s Quality Assurance program to ensure compliance with company standards and maintain exceptional service quality. • Lead, coach, and support Team Leaders to drive performance and encourage collaboration and team success. • Step in to assist on phones and chat during peak periods to maintain service levels. • Support recruitment and onboarding by assisting in the hiring and training of new agents. • Enforce company policies and procedures, providing coaching and documentation for performance or behavioral issues, and addressing disciplinary matters as appropriate. • Develop weekly schedules, assist with forecasting, and monitor time management to ensure appropriate staffing, coverage, and adherence to attendance policies. • Administer monthly bonus calculations, manage incentive programs, and cultivate a positive, engaging work environment that motivates and empowers team members. • Monitor individual and team performance metrics and provide actionable insights for the Operations Director. • Assist Team Leaders in managing customer escalations to ensure timely resolution and client satisfaction. • Provide real-time guidance to agents experiencing basic technical issues to minimize downtime and maintain service continuity. • Deliver exceptional care and service to every customer, every time!

🎯 Requirements

• Valid Producer’s License with Line of Authority of Property Casualty (ideally with an expiration date 6 months or more in the future). • Must have a minimum of one (1) year of insurance sales experience. • Must have a minimum of two (2) years of experience in a supervisory or leadership role, preferably in contact center operations. • Must have a minimum of six (6) months of experience in a 100% remote-based position. • Must be available for periodic evening and weekend work, as needed, to ensure operational continuity when Team Leaders are unavailable. • Must successfully complete Client Manager and Team Leader training before assuming the Operations Supervisor role. • Must have a strong command of the English language (verbal and written) as well as excellent communication skills. • Computer literate with the ability to navigate basic software programs such as Microsoft Office, Slack, Zoom, Salesforce, Email, etc. • Excellent attention to detail. • Ability to learn new systems, skills, and tasks quickly. • Excellent time management skills with the ability to multi-task. • Must have and maintain high speed Internet with the ability to connect to a wired ethernet connection. Minimum speeds of 100 Mbps download, 25 Mbps upload, and a latency <= 50 ms.

🏖️ Benefits

• 15 days (120 hours) of PTO per year. • 6 Paid Holidays. • Paid bereavement leave. • Equipment: PC + monitor, standard peripherals. • Retirement Plan: 401k safe harbor plan with up to a 6% company match. • ICHRA (Individual Coverage Health Reimbursement Arrangement). • Up to $550 per month for employee only and up to $750 for employee+dependent(s). • Peer Rewards: Bonusly platform. • Monthly Internet Stipend - $75. • Home Furniture Stipend - $500 upon successful completion of 90 days of employment.