Customer Service Supervisor

The Customer Service Supervisor oversees daily operations of the customer service team to ensure excellent customer service, efficiency, and achievement of performance goals. This role is responsible for monitoring call quality, managing schedules, providing coaching and feedback, and resolving escalated customer issues. The Call Center Supervisor collaborates with management to develop training programs, implement process improvements, and maintain compliance with company policies and industry regulations. Success in this position requires strong leadership skills, the ability to motivate a team, supporting staff in AI-assisted systems, and a focus on delivering a positive customer experience.

RESPONSIBILITIES

• Supervise, coach, and motivate team members to achieve performance standards in service quality, efficiency, and customer satisfaction.
• Develop leadership within the team by mentoring team leaders and modeling adaptive, tech-enabled service behaviors.
• Inspire adoption of AI-enhanced tools by frontline agents to streamline processes and personalize customer experiences.
• Support employee engagement through recognition, coaching, and development tied to both people’s performance and digital capability.
• Partner with Workforce Management to align staffing and scheduling with call volume and AI-assisted routing insights.
• Conduct regular performance reviews, identify skills gaps, and promote a culture of continuous improvement.
• Oversee the daily operations of the Customer Service Call Center team, ensuring consistency in delivery and responsiveness.
• Champion the integration of AI technologies (e.g., bots, real-time agent assist, smart call routing) to improve both the customer and agent experience.
• Monitor and analyze call center performance metrics—blending traditional KPIs with AI-enhanced insights—to drive efficiency and service consistency.
• Lead initiatives that reduce customer friction through smarter automation, while preserving opportunities for empathetic, high-value human interactions.
• Collaborate with internal partners (e.g., Tech, Claims, Sales) to implement and iterate on AI use cases in the customer journey.
• Plan for change, facilitate adoption of new tools, and contribute to pilot programs designed to modernize service delivery.

JOB REQUIREMENTS

• High school diploma or general equivalency degree (GED) required; higher education preferred.
• Property & Casualty insurance license or ability to obtain within 30 days of employment.
• Minimum 2 years of supervisory or team leadership experience in a call center environment.
• Minimum 2 years of experience as a Customer Service Representative.
• Prior experience leveraging AI-enabled resources (e.g., chatbots, agent-assist tools, or automated workflows) to improve call center performance is required.
• Familiarity with performance management tools, QA frameworks, and scheduling systems. Strong analytical mindset and comfort interpreting operational data, including AI-generated insights.
• Excellent communication skills (verbal and written) and a customer-first mindset. Adept at coaching for both behavioral and technical skill development.
• Flexible availability including early mornings, evenings, and weekends. Competence in Microsoft Office Suite and comfortable navigating CRM and AI-based support platforms.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing the duties of this job, the employee is regularly required to do manual tasks, which may include the use of hands to finger and handle controls. Tasks may also require the ability to talk or hear. The employee will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Other abilities include possessing the capacity to learn, concentrate, think, and read. Oftentimes, the employee will be communicating and interacting with others while working.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments.