Customer Service Supervisor

🕒 il y a 11 jours

🌵 Arizona – Distant

🌵 Arizona – Remote

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

💝 Support Client

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Independence Pet Group

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1001 - 5000 employés

👥 B2C

🧘 Bien-être

Insurance • B2C • Wellness

Le groupe Independence Pet est l'une des plus grandes organisations d'assurance et de services pour animaux en Amérique du Nord. La société soutient l'assurance de plus de 800 000 animaux aux États-Unis et au Canada, avec pour mission de renforcer le lien entre les animaux et leurs propriétaires grâce à des produits et services innovants. IPG propose une gamme complète d'options de souscription, de solutions partenaires clés en main et de produits d'assurance axés sur le consommateur pour soutenir les animaux tout au long de leur vie. La société abrite plusieurs marques d'assurance, offrant un soutien et des services vitaux dans l'industrie des soins pour animaux.

Description

• Mentor a team of 15–18 Insurance Professionals, providing feedback, coaching, and accountability. • Monitor KPIs and address gaps proactively while recognizing strong performance. • Oversee schedules, workload distribution, and real-time performance. • Serve as the point of contact for escalations, ensuring rapid resolution and reinforcement of best practices. • Partner with leadership, Workforce Management, and Training to plan staffing, scheduling, and development strategies. • Identify opportunities to enhance efficiency, service, and team experience. • Foster an inclusive, supportive, and motivating environment. • Lead team meetings and facilitate effective virtual communication. • Work closely with HR, Talent Acquisition, and cross-functional leaders on recruiting, onboarding, retention, and performance management. • Support department initiatives, special projects, and change management activities as assigned.

🎯 Exigences

• Bachelor’s degree, or High School Diploma/GED • 2+ years of progressive Contact Center experience. • Proven experience supervising or leading others with ability to coach, develop, and hold others accountable. • Strong sense of urgency; thrives in fast-paced, results-oriented, high-volume environments. • Demonstrated ability to analyze data, make decisions, and proactively manage team performance. • Strong problem-solving, organizational, and time management skills; adaptable to changing priorities. • Ability to obtain a Property & Casualty insurance license within 90 days. • Flexibility to work all hours of operation when needed. • Proficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE).

🏖️ Avantages

• Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP)