Customer Service Supervisor

March 21

SageSure

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With more than $1 billion in premium, SageSure, the largest residential property insurance managing general underwriter (MGU) in the United States, is pioneering the ways people protect their American Dream$1. .$1

Innovative Property Insurance Products • MGU

501 - 1000

Description

• Assist in the formulation of targets for individuals and teams • Hire and onboard new employees • Answer questions from staff and provide guidance and feedback • Anticipate escalation and take over calls when needed • Devise ways to optimize procedures and keep staff motivated • Measure performance with key metrics • Monitor queues and track inbound live interactions and emails for performance and reporting purposes • Drive results by providing consistent and targeted coaching and feedback • Fosters the long-term learning or development of his/her direct reports with an appropriate level of needs analysis to effectively bridge learning gaps • Ensure adherence to policies for attendance and established procedures • Keep management informed on issues and challenges • Prepare monthly/annual results and performance reports • Monitor queues and track inbound calls, keep agents aware of inbound calls, calls waiting, and abandonment rate

Requirements

• 4+ years’ experience supervising direct reports and proven experience as a call center supervisor or similar supervisory position • Experience leading in-office, hybrid and virtual teams • Outstanding communication and negotiation skills • Excellent organizational and leadership skills • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills • Ability to work under pressure • Ability to work assigned schedule M – F with rotating Saturday coverage shift of 10AM - 3PM (Eastern Time) • 3+ years experience in personal lines property & casualty insurance; preferably with extensive experience supporting homeowner’s insurance products • Property/Casualty license required within six (6) months of accepting position • High School Diploma • Bachelor’s Degree • P&C License

Benefits

• Tuition reimbursement • Wellness allowance • Paid volunteer time off • Matching 401K plan