Call Center Supervisor – Jacksonville, FL or Omaha, NE

Call Center Supervisor

Location: Jacksonville, FL and/or Omaha, NE

Company: Stillwater Insurance Group

Are you a seasoned professional with a passion for customer service and leadership? Stillwater Insurance Group is seeking an experienced Call Center Supervisor to join our dynamic team. In this role, you will leverage your creative, entrepreneurial, and sharp management skills to lead our call center operations, ensuring our Property and Casualty insurance policyholders, agents, internal staff, and lenders receive exceptional support through inbound calls and electronic communications.

Key Responsibilities:

• Train, supervise, and mentor call center staff to promote a high-performance culture and exceptional customer service.
• Generate key performance indicators, monitor, and evaluate team performance, providing coaching and feedback to enhance skills and efficiency.
• Utilize corrective staffing techniques to aggressively manage and ensure department performs at 100% efficiency leveraging all productive resources, including staff and contract labor.
• Manage escalated customer inquiries and resolve complex issues with professionalism and care.
• Analyze call center metrics and implement and manage strategies for continuous improvement in service quality and operational efficiency.
• Identify and deploy techniques within the Call Center operation to ensure a greater portion of the adjustment process takes place during the First Notice of Loss component of the claim cycle.
• Assist in management of telephone call handling once calls are routed to final recipients. Improve the scope of and quality of knowledge transfer across the enterprise when the telephonic medium of communication is utilized.
• Collaborate with the claims department to provide necessary administrative support.
• Conduct regular team meetings to communicate updates, share best practices, and foster a positive team environment.

Qualifications:

• 3-5 years of experience managing all facets of a dynamic call center.
• Strong verbal and written communication skills.
• Prior experience in the Property and Casualty (P&C) insurance sector is highly preferred.
• Bilingual (Spanish) skills are a plus.
• Proficient in Microsoft Excel, database software, internet applications, spreadsheets, and word processing.
• Excellent organizational, problem-solving, and analytical skills with a keen attention to detail.
• Proven ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Strong interpersonal skills and a commitment to providing outstanding customer service.
• Math and statistical analysis skills to compute rates, percentages, efficiency management KPIs, and interpret data effectively.
• Strong PC knowledge and proficient keyboarding skills.
• Flexibility and adaptability are essential.

What We Offer:

• A relaxed business casual work environment—feel free to wear your jeans!
• Comprehensive medical, dental, vision, and life insurance benefits for you and your family.
• A 401(k) Plan to support your retirement goals.
• Gym/Fitness Center reimbursement to encourage your commitment to health and wellness.
• A generous Paid Time Off (PTO) program to help you maintain a healthy work/life balance.

If you are ready to lead a dedicated team and make a meaningful impact at Stillwater Insurance Group, we want to hear from you! Apply today to begin your journey with us.

Please note that employment is contingent upon the successful completion of a background check and pre-employment drug screening.

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