Licensed Service Supervisor

Job not on LinkedIn

🔥 15 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $67k - $110.6k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

✨ Supervisor

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Travelers

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1853

👥 B2C

🤝 B2B

B2C • B2B

Travelers is a U. S. -based insurance company providing personal and commercial insurance products and risk management services. It offers auto, home, renters, condo, landlord, boat, flood, motorcycle, pet, travel, umbrella, and other personal lines, alongside commercial offerings such as property, general liability, cyber, workers' compensation, surety bonds, and commercial auto. Travelers also provides claims handling, risk control, agent networks, and industry-specific solutions for construction, energy, financial institutions, manufacturing, technology, transportation and more.

📋 Description

• Manage individual and team delivery against the service agent performance framework: Contact Delivery, Customer Impact, and CSC Standards. • Monitor real-time phone behaviors, break thresholds, and after-call wrap times. • Collaborate and manage performance root cause analysis and action plans to help identify performance gaps. • Lead, monitor, motivate, and evaluate the day-to-day performance at team and individual level. • Ensure company processes and procedures are adhered to by team and individuals. • Partner with the quality, operations, product and service support team to ensure compliance requirements are met. • Collaborate cross-functionally to align day-to-day operational initiatives with the broader customer experience strategy. • Oversee Zendesk queue management, prioritizing complex requests for internal and external customers. • Guide the team through automated digital shifts, Gen AI auto-reply rollouts for automated servicing. • Support skill diversification across both licensed and unlicensed agents to distribute workloads evenly and reduce bottlenecks. • Support cross-departmental efforts to overall Objective Key Results including effective call routing, IVR re-routes, and chatbot deployment.

🎯 Requirements

• 2+ years’ experience leading teams in a customer service call center environment • Must have experience with ticketing systems such as Zendesk • Must have Customer Service experience from a prior role • 1+ years’ experience in the insurance industry with an active Property & Casualty license • Self-motivated work ethic • Proven experience of leading a team to high standards of performance • Able to engage and collaborate with cross departmental stakeholders • Ability to problem solve and develop creative solutions utilizing strong analytical proficiencies • People leadership experience with identifying and developing talent • Strong prioritization skills, time management, influencing leadership, and handling projects • Experience with ticketing systems/managing email Service Level Agreements • Experience with efficiency/performance management • Proven past change management experience with projects varying in size and impact • Experience in leading through complex transitions and maintaining engagement during periods of uncertainty

🏖️ Benefits

• Group plan for medical, dental, vision, and prescription drug coverage. • Short term disability, long term disability, and life insurance coverage. • Participation in the Company’s bonus program. • Participation in 401(k) plan with a 5% employer match. • Commuter benefits to help cut down on parking and public transit costs. • 25 days of vacation time plus 10 sick days and 10 company holidays. • A genuine investment in your learning and development. • Regular team outings and volunteer opportunities. • An awesome office space. • A hybrid working model, giving our employees great choice and flexibility to work in a way that’s best for their particular job, their teams, and their lives.