Customer Service Supervisor

Company	SageSure
Location	Houston, TX, USA, Cincinnati, OH, USA
Salary	$Not Provided – $Not Provided
Type	Full-Time
Degrees
Experience Level	Mid Level, Senior

2+ years’ experience supervising direct reports and proven experience as a call center supervisor or similar supervisory position
Working knowledge of MS Office
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
Can work during the required scheduled shift on Monday – Friday from 11AM – 8PM, with rotating Saturday coverage shift of 10AM – 3PM (Eastern Time)
2+ years’ experience in property & casualty insurance
Property/Casualty license required within six (6) months of accepting position
High School Diploma

Assist in setting performance targets for both individuals and the team to ensure alignment with business objectives for customer service representatives
Interviews and hires entry level customer service representatives, ensuring they are well-equipped to succeed in their roles.
Provide guidance, support, and feedback to staff by addressing questions and fostering a positive work environment. Foster long-term growth by conducting thorough needs analysis and bridging learning gaps through ongoing development efforts for direct reports.
Develop strategies to optimize processes, improve team efficiency, and maintain high levels of employee motivation and engagement.
Monitor and evaluate team performance using key performance indicators (KPIs) to ensure targets are met by providing consistent and targeted coaching and identifying areas for improvement.
Track inbound calls, emails, and live interactions to assess performance and generate reports for management. Actively monitor inbound calls, ensuring agents are aware of call volumes, wait times, and abandonment rates, maintaining service level standards.
Ensure strict adherence to company policies related to attendance and establish operational procedures.
Keep leadership informed of any emerging issues, challenges, or opportunities for improvement.
Prepare and present monthly and annual performance reports, analyzing key data points to inform strategic decisions.
Performs other duties as assigned