Call Center Supervisor, Customer Care and Claims

About the role

The Call Center Supervisor leads the day-to-day customer care and claims operations within Connected Living. The role ensures outstanding service, strong quality and efficient, compliant operations, coaches and develops agents, monitors performance and drives continuous improvement. It also acts as the first point of contact for customer escalations and identifies trends that increase customer effort.

Key responsibilities

• Supervise, motivate and support a team of call center representatives to meet KPIs on quality, productivity, attendance, compliance and customer satisfaction
• Run regular coaching sessions, side-by-sides, quality reviews and performance touchpoints, and address performance concerns promptly
• Monitor real-time workloads, call queues and SLAs, and work with Workforce Management to align staffing to demand
• Serve as the first escalation point for frontline issues, resolve customer concerns and ensure adherence to policies, procedures and compliance standards
• Review dashboards, QA insights and performance reports to find trends and improvement opportunities, and document observations to drive action plans
• Support hiring, onboarding, training reinforcement and nesting of new hires
• Partner with QA, Training, Product and Claims to fix root causes, and keep accurate records of team performance and follow-up actions

Required profile

• High school diploma or GED
• At least 4 years of experience in a related field (customer service, contact center or claims)
• At least 2 years of supervisory or leadership experience in a similar environment
• Ability to communicate effectively in English; bilingualism is a plus
• Preferred: 4+ years in a contact center leadership role and experience in Connected Living, Home Solutions, Home Warranty, Global Housing or similar operations

Required skills

• Foundational understanding of call center operations, customer experience principles and performance metrics
• Ability to coach, motivate and lead a team in a fast-paced environment
• Strong organization, time management and prioritization skills
• Ability to analyze performance data and identify actionable insights
• Preferred: intermediate proficiency in Microsoft Office, workforce planning tools and CRM/call center tools

What we offer

• Competitive salary and benefits for full-time and part-time employees, including medical, dental, STD, LTD and life insurance, 401(k) and paid time off
• A professional, friendly environment with opportunities for career development