Contact Center Supervisor

Overview:

Securian Financial is hiring a Contact Center Supervisor for our Richmond VA location.

As part of our Enterprise Contact Center the Contact Center Supervisor will lead a diverse team supporting both Customer Service and Claims operations. This role oversees associates across multiple product lines and service areas ensuring consistent and comprehensive service delivery.

Our Contact Centers are at the forefront of Securians commitment to helping customers build secure tomorrows. In this role youll be responsible for monitoring team performance meeting service level expectations and developing associate skills across all supported business lines.

*Candidates must reside within a 90-minute commuting radius of our Richmond VA office.

Responsibilities include but are not limited to:

• Supervise contact center associates handling inbound calls and other interactions for customers and claimants of Securians life insurance products.

• Monitor individual and team performance to ensure service levels and customer satisfaction standards are consistently met.

• Plan staff direct work and manage performance through timely and consistent feedback using Key Performance Indicators across service areas.

• Forecast daily activity and coordinate with the Workforce Analyst to ensure appropriate staffing levels and real-time adjustments to meet service goals.

• Review quality monitoring results and conduct coaching to improve efficiency and ensure accurate compliant and customer-focused responses across all product lines.

• Provide fair constructive and timely feedback to support performance expectations and professional development.

• Foster a culture of quality excellence and continuous improvement emphasizing customer focus trust respect and collaboration.

• Stay current on contact center technologies and best practices; recommend and implement new tools and procedures as needed.

• Evaluate workflows and procedures regularly to identify opportunities for improvement and lead implementation efforts.

• Collaborate cross-functionally on projects and initiatives gaining exposure to other departments and business lines.

• Lead change through clear timely communication and encourage innovative thinking and problem-solving.

Qualifications:

• Experience in a customer service and/or contact center environment.

Preferred Qualifications:

• Leadership experience in a call center environment.

• Experience with claims particularly in financial services or insurance.

• Demonstrated leadership skills with sound judgment problem-solving and decision-making abilities to resolve complex customer issues and drive continuous improvement.

• Ability to understand a wide range of contact center products and services service level goals performance guarantees and their financial impact.

• Strong customer service orientation and ability to inspire the same in others.

• Excellent communication and interpersonal skills to manage and train staff serve clients and explain complex plan details and compliance requirements.

• Change management and motivational skills to lead in a fast-paced multi-product environment.

• Analytical skills to collaborate with internal partners and meet evolving customer needs.

This role offers a unique opportunity to gain broad contact center experience across Securians diverse product portfolio while developing leadership capabilities in a dynamic multi-faceted environment.

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If youre in a commutable distance (90 minutes) youll join us 3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.

For more information regarding Securians benefits please review our Benefits page.

This information is not intended to explain all the provisions of coverage available under these plans. In all cases the plan document dictates coverage and provisions.

Securian Financial Group Inc. does not discriminate based on race color religion national origin sex gender gender identity sexual orientation age marital or familial status pregnancy disability genetic information political affiliation veteran status status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs please contact us by email at by telephone (voice) or 711 (Relay/TTY).

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