Call Center Supervisor- (Work From Home)

Supervise staff responsible for policy administration of life and/or annuity products for customers and agents. Provide oversight and guidance on day-to-day activities related to call center and policy holder services. Ensure team members have the support, knowledge, and skills to deliver consistent quality service and support to agents and customers and deliver an exceptional customer experience.
Responsibilities

• Ensure compliance with internal policies/procedures and service level agreements; provide recommendations for improvement. Coordinate efforts to improve quality within the department.
• In collaboration with leadership, responsible for adherence to strategic objectives and goals while maintaining daily operations including continuous improvement efforts for internal and external customers.
• Ensure vendor partners are managed and meet expected service level agreements (SLAs). Work with management to develop internal and external (vendor) SLAs and metrics necessary, then monitor results and work with vendor to ensure needed improvement.
• Hire, coach and counsel team members individually and collectively to ensure expected performance metrics support organizational goals. This includes, but not limited to, recruiting, proper training, regular monitoring (e.g. live and recorded calls, manual processes, processing activities), review of processed work for quality standards, and constructive feedback in a timely manner. Evaluate team members individual performance and complete appraisals.
• Ensure timely communication between the team, leadership, and internal partners regarding policy/procedure changes, issue resolution, market updates, product/marketing initiatives, and general information sharing.
• Field procedural problems, calls, and escalations from frontline call center and processing team members and ensure issues are resolved quickly and accurately.
• Prepare and present root cause findings from audits and operational issues. Lead discussions to brainstorm fixes for identified issues.
• Manage team schedules and monitor daily workflow activities to support a health work-life balance. Keep up to date on regulations, procedures, standards, and systems to ensure work is processed accurately and efficiently.

Qualifications

• Organizational and time-management skills
• Ability to handle multiple responsibilities under pressure
• Bachelor’s degree in a business field or equivalent experience
• Problem-solving, analytical and decision-making skills
• Five years of life or annuity industry experience and/or supervisory experience in an operational capacity
• Proficient using MS Office products.
• Ability to grasp technical and complex concepts and convey to staff and internal/external customers
• Written/verbal communication and interpersonal skills to coach and mentor staff

Preferred Qualifications

• Supervisory or team lead experience
• Project management experience
• FINRA Series 6
• In-depth knowledge of insurance practices and principles
• Experience managing in office and virtual teams

Working Conditions

• Office or hybrid office/remote environment
• Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules and other compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

Compensation:
The Salary for this position generally ranges between $57,000 - $70,000 annually. This range is an estimate, based on potential qualifications and operational needs. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2 and other applicable local regulations.
Bonus Eligibility:
This position is also typically eligible for an Annual Bonus of 10% based on the Company Bonus Plan/Individual Performance and is at Company Discretion.