Are you positive, motivated and ready to learn in a fast-paced environment? This is an opportunity to work in a friendly atmosphere, be recognized for your success, and make a difference. At ResultsCX, we are focused on providing exceptional customer service to our clients and making the communities we live and work in a better place to be.
The Supervisor, Operations - Auto/ Home Insurance role provides World-class support to the Call Center Agents and our clients’ customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and career development.
Specifically, the Supervisor, Operations - Auto/ Home Insurance role will work across the matrix on a regional basis to interview and close candidates for all assigned regions.
The role will be hands-on and subjected to daily quotas that entail interviewing and offer ratios. The Talent Scout will play a critical role in ensuring we hire the best candidates.
In this role you will:
- Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
- Identify, Prioritize and Coach agent development areas
- Directly manage team of 10 or more agents
- Document account resolutions, issues, and general notes.
- Assist agents with functionality and basic troubleshooting of product or account issues for the customers
- Maintain target levels of performance required by the client
- Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
- Provide appropriate motivational techniques to promote team