Customer Service Supervisor - Remote

Overview

SageSure is seeking an experienced Customer Service Supervisor to motivate, support and lead our Customer Service Contact Center team members to maximize performance. The ideal candidate must have customer service and supervisory experience in a contact center environment.

In Short

• 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.
• 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.
• Track inbound calls, emails, and live interactions to assess performance and generate reports for management.
• 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.

Requirements

• 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.

Benefits

• Generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan, and more.