Job Purpose
The Call Center Supervisor plays a critical role in the day‑to‑day leadership of our customer care and claims operations within Connected Living. This role supports the team by ensuring the delivery of outstanding service, strong quality, and efficient, compliant operations. The leader should demonstrate ownership of outcomes, lead with urgency, and consistently apply a customer‑first lens to every decision. The Supervisor is responsible for coaching and developing agents, monitoring performance, driving continuous improvement, and ensuring frontline employees have the tools, knowledge, and support needed for a high-performing team culture. As a primary point of contact for customer escalations, the Call Center Supervisor additionally has a responsibility for the identification of trends leading to customer effort, and to escalate trends and advocate for customers to improve the overall program.
Primary Job Accountabilities/
Responsibilities
Team Leadership and Performance Management
Supervise, motivate, and support a team of call center representatives to achieve KPIs across quality, productivity, attendance, compliance, and customer satisfaction.
Conduct regular coaching sessions, side‑by‑sides, quality reviews, and performance touchpoints.
Reinforce expectations consistently and professionally, recognizing high performers and addressing performance concerns promptly.
Foster a cohesive team culture grounded in customer‑first behavior, accountability, and continuous learning.
Operational Execution and Issue Resolution
Monitor real‑time workloads, call queues, and SLA performance; partner with Workforce Management to align staffing to demand.
Serve as the first escalation point for frontline issues; resolve customer concerns and remove barriers to service.
Ensure daily adherence to policies, procedures, compliance standards, and contractual requirements.
Identify operational gaps quickly and implement corrective actions in partnership with the Manager.
Analytics, Insights, and Continuous Improvement
Review dashboards, QA insights, and performance reports to identify trends and improvement opportunities.
Translate data into action plans that improve customer experience, quality, and efficiency.
Document observations from QA, training, and escalations; engage appropriate partners (Training, QA, Product, Claims) to address root causes.
Support rollout of new processes, tools, and initiatives.
Communication, Coordination, and Cross-Functional Partnership
Communicate process updates, policy changes, and new initiatives promptly and clearly.
Partner with QA and Training to reinforce best practices and skill development.
Collaborate with other departments to resolve complex issues and streamline workflows.
Maintain accurate and timely documentation of team performance, issues, and follow‑up actions.
Hiring, Onboarding, and Employee Support
Assist in recruiting, interviewing, and selecting new team members.
Support new hire onboarding, training reinforcement, nesting activities, and system readiness.
Promote a positive, supportive, and inclusive work environment.
Basic Qualifications Required - Experience, Skills, and Knowledge
Education:
High School Diploma or GED.
Experience:
Minimum 4+ years of experience in a related field (customer service, contact center, or claims).
Minimum 2+ years of supervisory or leadership experience in a similar environment.
Knowledge & 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, dynamic environment.
Strong organizational, time‑management, and prioritization skills.
Ability to analyze performance data and identify actionable insights.
Other Requirements:
Must be able to communicate effectively in English (bilingual skills are a plus).
Able to maintain composure, empathy, and professionalism during escalations or changes.
Ability to learn multiple systems and…