Job Purpose
The Claim Supervisor is responsible for overseeing the daily operations of the call center team to ensure exceptional service delivery and operational efficiency. This role involves managing, coaching, and developing a team of call center representatives to meet and exceed performance goals, quality standards, and customer satisfaction metrics. The Supervisor is responsible for communicating updates, implementing process improvements, and fostering a positive, high-performing team culture.
Primary Job Responsibilities
- Supervise, motivate, and support a team of call center representatives in achieving performance targets (quality, productivity, attendance, and customer satisfaction).
- Conduct regular coaching sessions, performance reviews, and team meetings to provide feedback and development opportunities.
- Monitor daily workloads, call volumes, and queue performance to ensure appropriate staffing and timely response to customers.
- Address and resolve escalated customer issues in a professional and timely manner.
- Oversee day-to-day operations to ensure adherence to company policies, procedures, and service-level agreements (SLAs).
- Analyze metrics and reports to identify trends, opportunities for improvement, and areas requiring corrective action.
- Collaborate with Workforce Management teams to optimize coverage and manage schedule adherence.
- Partner with QA and Training teams to reinforce best practices and support ongoing skill development.
- Promptly communicate process updates, policy changes, and company initiatives.
- Provide input and feedback to leadership on tools, systems, and workflow enhancements that improve efficiency and employee experience.
- Maintain clear and consistent communication across all team members and support departments.
- Foster a supportive and motivating work environment that encourages accountability, teamwork, and professional growth.
- Recognize and reward high performance while addressing performance or conduct concerns promptly and effectively.
- Assist in the recruitment, onboarding, and training of new employees.
- Ensure team compliance with all regulatory requirements, privacy standards, and internal policies.
Basic Qualifications
- Minimum 4+ year experience in a related field
- Minimum 2+ years of progressively supervisory experience in a related field
Preferred Skills
- Intermediate skills in Microsoft Office products.
- Strong leadership and coaching skills.
- Excellent communication, problem-solving, and conflict resolution abilities.
- Proficiency with call center software, CRM systems, and performance reporting tools.
- Ability to multitask, prioritize, and adapt in a fast-paced environment.
- Strong attention to detail and commitment to quality and compliance.
At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.
For further information about Assurant, please visit our website: https://www.assurant.com/