Supervisor, Customer Experience
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Who We Are.
At We Insure Group we are passionate driven and purposeful in our mission to personalize protection at the right value. We believe in delivering tailored insurance solutions that meet each clients unique needs ensuring they feel confident and supported in every decision.
As both a franchise platform and direct insurance provider We Insure empowers like-minded entrepreneurs with the opportunity to own and operate successful agencies. With over 200 locations across 35 states we support our agency owners customers and carrier partners by enabling faster service greater efficiency better choices and improved results.
What sets us apart Were data-driven for better value and people led for better service. Our purpose is rooted in clarity guidance and long-term trust helping individuals and business owners make informed choices about their insurance coverage. Were building something meaningful and looking for purpose-driven individuals to help lead the way.
Your Impact.
The Customer Experience Supervisoris responsible forleading a team of Contact Center Customer Service Representatives (CSRs) in delivering high-quality insurance service support to policyholders producers lenders and designated contacts. This role oversees daily contact center operations monitors performance in a production-based environment and ensures resources are effectivelyallocatedto meet service quality and efficiency expectations. The supervisor plays a critical role in driving accountability coaching performance and continuously improvingcustomerexperience.
Duties/Responsibilities:
The Contact Center Supervisoris responsible forleading and coaching a team to ensure quality customer interaction and retention. The role involves overseeing day-to-day contact center activities managing call metrics addressing personnel issues and ensuring team members meet departmental goals. The supervisor will also handle escalated customer issues andparticipatein process and efficiency improvements.
- Lead coach and develop team members to ensure strong customer interactions retention and relationship building.
- Ensure the team consistently meets or exceeds departmental goals service levels and quality standards.
- Supervise and manage personnel matters including hiring performance management corrective actions and terminations.
- Overseeaccurateandtimelyservicing of personal and commercial lines insurance policies.
- Monitor analyze and close performance gaps across key contact center metrics.
- Manage call center KPIs including call quality average handle time (AHT) availability hold times after-call work (ACW) and productivity.
- Execute strategies aligned to internal service standards and external customer expectations.
- Communicate effectively with internal partners and leadershipregardingperformance risks and improvement opportunities.
- Organize and oversee daily team operations including scheduling workload distribution and productivity monitoring.
- Maintain and analyze performance dataidentifytrends troubleshoot operational issues and complete required reporting.
- Serve as an escalation point for complex or sensitive customer issues ensuringtimelyand effective resolution.
- Conduct weekly coaching sessions side-by-side observations and provide real-time feedback to reinforce expectations.
- Maintain up-to-date coaching documentation root cause analysis and action plans.
- Support the team during high call volume periods and handle escalated calls as needed.
- Complete call monitoring file audits and quality reviews in alignment with department standards.
- Allocate work and resources to ensure coverage efficiency and service consistency.
- Facilitate weekly team huddles and monthly meetings to drive communication engagement and accountability.
- Train develop motivate andretainassociates through structured coaching and development planning.
- Participate in call calibrations performance discussions and leadership meetings.
- Complete associate performance reviews based on quantitative and qualitative results.
- Monitor attendance adherence and dependability reinforcing expectations consistently.
- Createmaintain and reinforce standard operating procedures.
- Participate in process reviews system testing and identification of efficiency and quality improvements.
- Maintainhigh standardsof confidentiality professionalism and ethical conduct.
- Performadditionalduties andprojects asassigned.
Required Skills/Abilities:
- Understanding ofcall center KPIs and experience driving sustained meaningful results
- Exceptional leadership and coaching skills strong self-management ability to multitask and prioritize problem resolution communication and listening skills
- Must have high attention to detail and demonstration of quality control
- Proventrack recordof dependability and consistency in performance
- Capable of working effectively both independently and as part of an onsite orremote team
- Strong ethical values and integrity in all professional interactions
- Proficiencyworking inMicrosoft 365
EducationorExperience:
- Bachelors degree preferred
- TexasProducerslicenserequired ability to obtain a non-resident license in multiple states including Florida
- Minimum 3years of experiencesupervising within acontactcenter environment
- Must have above standard understanding of personal lines insurance requirements (minimum 3 yearsP&Cinsurance experience)
- Experience working in an independent insurance capacity working with multiple carrier platforms (preferred)
- Experience leading a team in ametrics-basedenvironment andutilizingcoaching techniques to close performance gaps
Work Environment:
- This joboperatesin office 5 days a week
Physical Requirements (if applicable):
- Prolonged periods sitting at a desk and working on a computer
- Must be able to liftup to 15 pounds at times
- Able to stand and walk as needed
Travel Requirements:
- 0 10%
Safety and Security (if applicable):
- Reports potentially unsafe conditions and injuriesincludingnear missincidents/accidents
- Uses and cares for company equipment and materials properly
- Must understand and follow cyber security protocols
Pleasenotethis job description is not designed to cover or contain a comprehensive listing of activities dutiesor responsibilities that are required of the employee for this job. Duties responsibilities and activities maybeassigned or reassignedat any time with or without notice.
Our Values. The We Way.
At We Insure Group our values shape how we work how we lead and how we growtogether. Theyre more than just wordsthey guide every interaction every decision and every customer experience.
We Way Reflects Our Commitment to.
We personalize protection at a price you can trust
We hustle to find opportunity
We care authentically
We thrive in ambiguity
We own our results
We have fun along the way
Andwere just getting started
Our Total Rewards.
Medical Dental Vision Life Pet; Flexible Spending Account
Competitive Salaries
401K Match
Work-Life Balance: Personal Days PTO Days 12 Paid Holidays Two Paid Days for Volunteer Service Paid Parental Leave
Short and Long-Term Disability
Employee Support Programs Including Mental Health
Tuition Reimbursement
Matching Charitable Gift Program
Lucrative Referral Program
This position is not able to be performed in California Colorado New York or Washington.
EEO
We Insure Group is an equal opportunity employer that does not discriminate on the basis of race color religion sex (including pregnancy sexual orientation and gender identity) national origin age disability veteran status marital status or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Disability
We Insure Group is committed to creating an inclusive and accessible workplace for all candidates including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process please contact our HR department at We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.
Required Experience:
Manager
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
