Supervisor, Contact Center

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $45k - $50k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

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• Just posted.
• Jobs at this company usually fill in 21 days.

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Accuserve Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏗️ Construction

📦 Logistics

🏠 Real Estate

Construction • Logistics • Real Estate

Accuserve Solutions is a leading provider of integrated services in the home repair and restoration industry. Their innovative approach, known as the Managed Repair Experience SM, connects property owners, contractors, and insurers to create a seamless and efficient restoration process. Accuserve offers a wide range of services including claims management, damage assessment, repairs, and restoration, with a focus on empathy, expertise, and accuracy. They cater to homeowners, contractors, and insurance carriers, delivering solutions in areas such as water mitigation, window and exterior services, and content valuation. Accuserve emphasizes technology and training, providing IICRC-approved ASD courses and fostering a culture of care and innovation across the property claims ecosystem.

📋 Description

• Monitor calls and files for adherence to company procedures and guidelines • Collaborate with internal departments to improve process efficiencies • Lead and manage FNOL, Water Mitigation, and Customer Engagement representatives handling claim intake via phone and digital platforms • Ensure files are complete, accurate, and compliant with Accuserve and carrier requirements • Understand FNOL, Water CSR, Exterior CE, and other contact center processes • Conduct quality audits on selected FNOLs and communicate audit trends and results to management • Analyze reporting to identify anomalies and trends • Complete FNOLs during high call periods, typically less than 5% of time except during CATs • Perform daily quality checks, including monitoring inbound and outbound calls and other correspondence • Analyze staffing needs and adjust contact center queues using workforce management practices • Provide managers with feedback on areas for improvement • Monitor SME Chat for urgent customer questions • Manage daily activities of FNOL/Water CSR representatives and assign tasks • Performance coaching (50%) • Administrative/SME Chat (20%) • Coverage monitoring (10%) • Claim reviews/QA (15%) • Escalations/call coverage (5%) • Perform other duties as assigned and as business needs change

🎯 Requirements

• High school diploma or GED required; associate or bachelor’s degree preferred, or an equivalent combination of education, training, and work experience • Two years' experience in a supervisory capacity, responsible for day-to-day supervision of frontline contact center representatives • Extensive knowledge of company products, services, and business operations to resolve customer inquiries • IICRC Certification or ability to obtain certification within 6 months • Previous experience with AI, Chatbot and/or virtual agents desired • Working knowledge of workforce management practices and tools, such as scheduling and quality monitoring software • Ability to work overtime or flex schedules during high volume and CAT Events is required • Ability to lead and effectively manage large teams • Demonstrated problem-solving and decision-making abilities • Analytic and root cause analysis skills for process improvement initiatives • Effective interpersonal skills and sensitivity when interacting with others • Proficiency in MS Office and other standard software applications • Reliable high speed home broadband internet connection with minimum 25 MB download and 10 MB upload speeds • Ability to connect to home internet via ethernet cord if working remotely

🏖️ Benefits

• Fully remote work arrangement • Ability to work overtime or flex schedules during high volume and CAT Events • Accuserve’s Human Centric Value Proposition: community, valuable connections, and an innovative approach to navigating the insurance landscape

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