Contact Center Supervisor

SBLI Life Insurance's Customer Success Supervisor will be the Supervisor overseeing our customer contact center (call center and texting) supporting all of our life insurance and annuity policyholders' needs.

The Supervisor collaborates with the Customer Success Manager to ensure consistent performance of Key Performance Indicators (KPIs) for the Customer Success team, including approximately 15 SBLI and contractor resources. This role involves effective communication and collaboration to optimize the Contact Center. They will also work with various departments and vendors to ensure alignment with policies, procedures, and contracts. The Supervisor must maintain high levels of customer satisfaction, in line with corporate goals and philosophy, and demonstrate a comprehensive knowledge of company practices and policies. Additionally, the Supervisor works closely with colleagues and managers to assess, develop, and implement project plans and procedures, ensuring compliance with applicable laws, contracts, regulations, and guidelines. They should work to continuously improve the department and team performance. They will need to support live customer calls when needed.

Typical Functions:

1. Directs a team or process involving both internal and external workers.
2. Models and upholds company and departmental expectations related to Customer Success.
3. Partners with team members and management to achieve growth and development.
4. Tracks progress in clerical and procedural performance, ensuring specific performance metrics (KPIs) are met.
5. Documents interactions, project plans, and training with team members.
6. Ensures customer satisfaction aligns with corporate philosophy and goals.
7. Collaborates on department project plans and procedures, fostering alignment between departments and vendors.
8. Duties include attending and running meetings, tracking attrition and headcounts, contract analysis, reporting, and driving KPIs.
9. Manage and oversee intraday contact center performance (service level, average speed of answer, post call, etc.)
10. Maintains expertise in company technology and software.
11. Performs additional duties and participates in special projects as required.
12. Maintains positive and productive relationships with internal and external team members, following the SBLI handbook and Core Values.

Supervisory Responsibilities:

• Responsible for day-to-day supervision in partnership with the corresponding CS Manager.
• Responsible for managing scheduling, including facilitating timecards, time-off requests, and call outs.

Qualifications:

Education and Experience:

• High School Diploma or equivalent; BA/BS preferred.
• 5+ years of customer service experience preferred.
• Call Center and supervisory experience required.
• Life Insurance/Annuities experience is a strong plus but not required.

Knowledge, Skills, Abilities:

• Proven customer service and problem resolution skills.
• Excellent organizational and time management skills.
• Ability to multi-task and effectively apply knowledge of various job responsibilities.
• Ability to lead by example and strong negotiation skills.
• Decision-making skills within and outside established policies.
• Competency as a subject matter expert regarding company policy and processes.
• Ability to motivate others and maintain confidentiality.
• Comprehensive knowledge of Microsoft Office and Excel.
• Strong information management, verbal, and written communication skills.
• Creative problem-solving skills to drive performance.
• Comfortable hosting meetings with internal teams and vendors.
• Detail-oriented with strong problem-solving skills.

Other Requirements:

• Experience with NICE CX One phone system is advantageous.
• Flexible schedule to support early and late shifts as needed.
• Willingness to handle customer phone calls as needed.
• Bilingual English/Spanish skills are highly advantageous.