Service Center
CSCS TX
Essential Responsibilities
Essential Duties and Responsibilities:
Workflow Management & Production Flow
- Oversee daily work distribution for Carrier Quality Estimators and Audit Estimators to ensure balanced workloads and timely completion
- Monitor queue volumes, turnaround times, and service level expectations across carrier programs
- Identify workflow bottlenecks and adjust assignments to maintain productivity and quality standards
- Partner with leadership to prioritize urgent, escalated, or high-risk work items
- Ensure workflow alignment with carrier-specific requirements and audit cadence
Workflow Automation & Systems Support
- Support implementation and optimization of workflow automation tools and routing logic
- Partner with Technology and Process teams to improve workflow efficiency and visibility
- Identify manual process gaps and recommend automation opportunities
- Help maintain data accuracy within workflow and tracking systems
Production Reporting & Performance Visibility
- Own daily and weekly production reporting for Carrier Quality teams
- Track teammate productivity, queue movement, and turnaround performance
- Provide visibility to leadership on capacity, workload trends, and potential risks
- Support performance conversations with data-driven insights
People Leadership & Team Supervision
- Directly supervise workflow coordinators or operational support teammates (as applicable)
- Set clear performance expectations and provide ongoing coaching and feedback
- Support onboarding and training of new workflow teammates
- Review and approve timecards, PTO, and attendance compliance
- Foster a culture of accountability, responsiveness, and teamwork
Cross-Functional Collaboration
- Work closely with Carrier Quality Supervisors, Audit teams, Training, and Operations leadership
- Ensure alignment between workflow distribution and quality expectations
- Communicate production trends, risks, and improvement opportunities across teams
- Support continuous improvement initiatives impacting workflow and productivity
Escalation & Issue Resolution
- Serve as the first point of contact for workflow-related issues and assignment concerns
- Escalate systemic capacity or volume risks to leadership
- Help coordinate resolution of misrouted, stalled, or aging work items
Knowledge, Skills, and Abilities
Skills:
- High school diploma or GED required; associate or bachelor’s degree preferred
- 4+ years of experience in collision repair operations, estimating support, workflow coordination, or similar operational roles
- Prior supervisory or team lead experience preferred
- Strong understanding of Carrier Quality processes, estimating workflows, and audit cycles
- Proficiency with workflow management systems, reporting tools, and estimating platforms (CCC/Mitchell preferred)
- Strong analytical and organizational skills with attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Strong communication skills and ability to collaborate across functions
- Comfortable working with production metrics, dashboards, and reporting tools
- Process-minded with a continuous improvement mindset
- Professional, solutions-oriented leadership presence
- Must be in current role 1 year
- Must be at least 18 years of age
Working Environment
This position is primarily remote or desk-based and requires prolonged computer work. The Carrier Quality Workflow Supervisor plays a critical operational role in maintaining production flow, enabling quality execution, and supporting carrier performance through efficient work routing and team coordination.
Physical Requirements
Work is generally conducted in a standard office administrative setting with limited exposure to physical hazards.
Alignment with Caliber's Core Values -- We do the Right Thing -- We are Inspired to Serve -- We are Courageous -- We are Proud -- We have Fun
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
Must be eligible to work in the U.S. with no restrictions.