Contact Center Supervisor

Description

Job Title: Contact Center Supervisor

Department: Policy Service
Reports To: Jenny Redd
Location: Home Office
Job Type: Full Time

Commitment to Core Values

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member’s contributions:

• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service

Job Summary

The Contact Center Supervisor is responsible for overseeing daily contact center operations and leading a team of Service Representatives to deliver exceptional customer service. This role plans and conducts coaching, training, and performance management activities to ensure service, quality, and productivity objectives are achieved. The Contact Center Supervisor maintains extensive knowledge of company products, policies, and procedures and serves as a key operational resource for the department. This position reports to the Policy Service Manager.

Primary Responsibilities

• Train, coach, develop, and manage the performance of direct reports to achieve departmental goals and service standards
• Actively monitor the performance and development of direct reports and ensure team members respond professionally, courteously, promptly, and accurately to customer inquiries
• Resolve inquiries related to contact center operations and serve as a departmental resource
• Conduct quality monitoring and coaching for all eligible department employees and facilitate results according to departmental standards
• Monitor contact center operations daily and make workforce management, scheduling, staffing, and operational recommendations
• Demonstrate ability to interpret policy provisions for all active policy types 
• Demonstrate in-depth knowledge of departmental processes and company procedures and ensure their consistent application throughout the department
• Take a proactive leadership role in managing daily team workflows
• Provide leadership, coaching, and mentorship while modeling company values and professional expectations
• Foster a collaborative team environment through open communication, employee engagement, and positive professional relationships
• Identify and implement opportunities to improve departmental efficiency and effectiveness
• Process service requests from assigned work queue as necessary
• Attend, participate in, and present at team and department meetings as assigned
• Identify customer needs and take appropriate action to resolve or escalate issues
• Investigate and resolve any product related problems that may arise within the teams 
• Act as a liaison between direct reports and management
• Recommend, lead, and handle special projects as needed
• Participate in the interviewing, selection, and hiring process for open positions
• Assume additional responsibilities as needed in the absence of departmental management or other supervisors

Anticipated Salary: $65,000 - $68,000

Benefits Overview:  We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include: 

• Compressed 4 1/2-day work week (Half-Day Fridays)
• No monthly premium cost for employee medical, life and disability insurance coverage
• Paid time-off accrual, including annual rollover; and paid holidays
• Competitive 401(k) plan with immediate vesting on Company contributions
• Discounted on-site employee cafeteria
• On-site exercise facility and company-provided exercise time
• Tuition reimbursement and training incentives
• Access to voluntary dental and vision insurance coverage

Qualifications

• Bachelor’s Degree required
• Three years of insurance industry experience, including contact center, customer service leadership, or related customer experience operations experience
• Proficiency with Microsoft Office applications and customer service technology platforms
• Ability to maintain confidentiality and adhere to privacy standards 
• Flexible and adaptable to changing business needs and priorities
• Demonstrated professionalism, accountability, and sound judgment, with the ability to effectively prioritize work, manage competing responsibilities, and meet deadlines
• Demonstrated ability to work effectively in a collaborative team environment
• Demonstrated ability to lead, motivate, and develop employees to achieve performance expectations
• Strong verbal, written, coaching, and interpersonal communication skills, with the ability to build and maintain effective relationships with internal and external customers
• Ability to work independently and set personal goals and action plans

Preferred Qualifications

• Life and Health insurance experience 
• Professional insurance designations such as FLMI, ACS, or AIRC 
• Experience with workforce management, quality monitoring, and contact center performance metrics

Required Competencies (Proficiency Level)

• Accountability (2)
• Continuous Learning (1)
• Customer Focus (2)
• Integrity (2)
• Organizational Awareness (1)
• Teamwork - Proficiency Level (2)

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.

Illinois Mutual is an equal opportunity employer.