Call Center Supervisor

Call Center Supervisor at Nation Safe Drivers Call Center Supervisor at Nation Safe Drivers in Boca Raton, Florida Posted in 5 days ago.

Type:

full-time

Job Description:

Call Center Supervisor - Claims Division Position Summary Nation Safe Drivers is seeking a driven and customer-focused Call Center Supervisor to lead daily operations within our F&I Claims Call Center environment. This leadership role is responsible for overseeing frontline claims support staff, ensuring operational excellence, delivering exceptional customer experiences, and driving team performance against service, quality, and productivity goals. The ideal candidate is a hands-on leader who thrives in a fast-paced call center environment, excels at coaching and developing teams, and brings strong operational oversight and Workforce Management (WFM) experience. This individual will play a key role in fostering a culture of accountability, collaboration, and continuous improvement while supporting customers through escalated claims-related inquiries. What You'll Do Lead Daily Call Center Operations Oversee day-to-day operations of the F&I Claims Call Center, including claims intake support and customer service activities Monitor real-time call volume, queues, staffing levels, and workloads to ensure service levels and response time goals are consistently achieved Identify and resolve operational bottlenecks, workflow issues, and customer experience concerns Ensure claims documentation and customer interactions are handled accurately and in compliance with company standards Coach, Develop & Support Teams Lead, motivate, and coach frontline call center agents and team leads Provide real-time support during escalated customer interactions and high-volume periods Conduct call reviews, performance coaching sessions, and quality feedback discussions Assist with scheduling, attendance management, staffing coverage, and adherence monitoring Promote a positive, high-performance culture centered around accountability and teamwork Manage Customer Escalations Resolve escalated customer concerns related to claims, coverage questions, claim status, and service experiences Ensure issues are handled professionally, efficiently, and in alignment with company and client expectations Analyze escalation trends and collaborate with leadership on process improvement opportunities Drive Operational Performance Support Workforce Management (WFM) initiatives including: Staffing optimization Schedule adherence Real-time queue monitoring Monitor and analyze key KPIs including: Service Levels Average Handle Time (AHT) Quality Scores Productivity Metrics Customer Satisfaction Ensure Quality & Compliance Reinforce operational consistency, quality standards, and compliance expectations Support QA initiatives, call audits, and documentation reviews Ensure all operational activities align with company policies and client requirements Support Continuous Improvement Identify opportunities to improve operational efficiency and customer experience Assist with implementation of new tools, procedures, and process enhancements Support process standardization initiatives across the department Qualifications Required High school diploma or equivalent required (Bachelor's degree preferred) Previous call center supervisory or leadership experience required 2-4 years of call center or operations experience 1+ year of supervisory, coaching, or team lead experience Experience handling escalated customer interactions in a professional and solution-oriented manner Preferred Workforce Management (WFM) experience strongly preferred, including: Scheduling and staffing management Real-time queue monitoring Adherence management Experience with platforms such as Five9, Verint, or similar call center/WFM systems Knowledge of automotive ancillary products such as: Extended Service Contracts GAP Tire & Wheel Key Replacement Products What Makes You Successful Strong leadership and coaching abilities Excellent communication and problem-solving skills Ability to thrive in a fast-paced, metrics-driven environment Customer-first mindset with strong operational awareness Self-motivated, organized, and adaptable Join a team committed to delivering exceptional service and operational excellence while helping drive the future of customer experience at NSD.