Customer Service Supervisor

This role requires overseeing day-to-day call center operations, delivering effective coaching to the agents on a variety of call center KPIs, ensuring compliance, and optimizing service delivery. This individual must provide leadership and support to the Customer Solutions team through clear communication, that allows for long-term success of the call center and their agents. This role supervises a team of up to 12 employees and is responsible for a full range of personnel management tasks, including interviewing, coaching, performance evaluations, career development, disciplinary actions, and terminations. Additional responsibilities include handling account escalations, facilitating training, leading team meetings, holding frequent one-on-one check-ins, and ensuring the call center effectively supports both lenders and their borrowers. The role also involves cross-departmental collaboration to ensure procedures and protocols are functioning effectively for all stakeholders. Regularly report departmental updates to management and maintain a positive work environment through strong employee relations.

Job Duties and Responsibilities:

Employee Development & Engagement - 70% Provide Regular Coaching and Feedback Conduct one-on-one coaching sessions to reinforce strengths and identify areas for improvement. Deliver constructive feedback based on performance metrics and customer interactions. Balance ensuring agent performance meets client expectations and satisfaction through cross departmental collaboration. Develop Individual Performance Plans Create personalized development plans to support employee growth and career advancement. Set clear goals and track progress with regular performance check-ins. Balance short term and long-term career growth. Foster a Positive Work Environment Promote teamwork, engagement, and open communication. Encourage peer recognition and celebrate achievements regularly. Lead Team Meetings and Engagement Activities Host engaging, informative team meetings that align with business goals. Plan team-building activities and morale-boosting activities. Identify and Create a Pipeline of High Performing Agents Recognize top talent and support their professional development through mentorship and advancement opportunities. Conduct Performance Reviews Provide clear and honest evaluations that provide balanced insights into employee strengths and opportunities. Collaborate with HR to ensure fair, objective, and actionable reviews. Manage Recognition and Reward Programs Ensure employees feel valued and appreciated for their contributions. Support and utilize the True Blue Award program and other department incentives. Knowledge and Quality - 20% Insurance Industry Expertise Display understanding of auto and real estate insurance policies, processes, and regulations. Educating Agents on Preventing Escalations Implement best practices for managing customer expectations and resolving escalations. Compliance and Regulatory Knowledge Maintain familiarity with insurance compliance standards (ie: flood, Fannie Mae). Reporting and Data Analysis Demonstrate ability to interpret agent level quality performance and create actionable coaching plans. Ability to Access and Utilize Knowledge Tools and Resources Remain up to date on current procedures. Continually train agents on utilizing internal knowledge resources Frequently review and provide recommendations to improve overall processes and procedures. Cross Department Collaboration Coordinate with other leadership teams to address loan-level issues that require multiple teams to resolve (CPI Claims, Lender Task Admin, Escrow Payment Processing, QA, and Client Experience). Collaborate with other teams when client or loan-level escalations occur (QA, Legal and Compliance, and Client Experience). Quality Assurance (QA) Standards Demonstrate familiarity with monitoring tools, QA scorecards, and call evaluation methods. Utilize quality management programs to track coaching plans and outcomes. Personnel Management - 10% Review and approve associate timecards at least bi-weekly, monitoring for accurate clock-ins and clock-outs, PTO balances, and adherence to company attendance policies. Review associate phone adherence on a weekly basis, monitoring for consistent sign outs and adherence to department phone sign-out policies. Accurately complete associate attendance trackers in a timely manner. Review agent attendance trends to ensure the right benefits and protected leave options are being offered. Partner with HRBPs to ensure company attendance policies are being met, including providing and following FMLA and ADA accommodations, following progressive discipline policies, and finding solutions to prevent associate turnover. Qualifications (Education, Experience, Certifications & KSA): High school diploma or

GED. 3-4

years of work-related experience required. Call center or equivalent customer service experience required. No leadership experience required, though some leadership experience is preferred. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. We offer our employees a robust compensation package!

Our comprehensive benefits include:

medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view our privacy statement click here To view our terms and conditions click here If you don't see a role that fits your profile, Introduce Yourself to stay informed about news, events and opportunities. When you join Allied Solutions, you are part of a company that's been recognized for its commitment to making an impact. Allied has been ranked by Forbes as one of America's Best Midsize Employers. Allied's customer service team has received the Center of Excellence certification by BenchmarkPortal for eight consecutive years. And in 2022, Allied was honored with a Spirit United award, acknowledging our 13-year relationship with United Way of Central Indiana. As Allied continues to expand into new markets and reach new clients, opportunities to join the company and advance your career grow as well. Allied continually invests in learning and development resources to help you build new skills and advance your career. Come grow with us! Thank you for your interest in Allied Solutions. Once you have created a Candidate Home account, feel free to create a job alert to stay up to date on opportunities at Allied Solutions. We also recommend that you periodically check on our job postings and apply directly for positions that interest you. Allied Solutions roles are listed with Job Category beginning with ALD.