Supervisor, Agency Support (On-site)

Overview

The Supervisor Agency Support leads and develops a team of Agency Support Specialists to deliver exceptional service to independent agents and agencies. This role is responsible for driving performance, improving operational efficiency, and ensuring consistent service quality across agency support functions. The Supervisor partners cross-functionally, analyzes call data, and implements process improvements that enhance the overall agent experience.

Responsibilities

What you will do:

• Operational Excellence:Ensure service level objectives and performance metrics are consistently met; take corrective action as needed.Analyze call center and operational data to identify trends, risks, and improvement opportunities.Partner with Workforce Management to ensure appropriate staffing, phone coverage, and adherence to utilization plans.Schedule staff, approve time-off requests, and manage workload planning.
• Reporting & Collaboration:Provide regular reporting to leadership on call volumes, IVR containment, staffing needs, and performance trends.Collaborate frequently with internal stakeholders (e.g., Underwriting, Accounting, and cross-functional partners).Support call campaigns, dialer activities, testing efforts, and special projects as assigned.
• Agent Experience & Feedback Programs:Own and manage agent feedback programs, including Heart of the Customer and After Call Surveys, to drive continuous improvement in agent experience and service quality. Analyze survey data and trends, share feedback and insights with the team, prepare executive‑level reporting, and manage detractor outreach and resolution. Leverage feedback to identify training needs, coaching opportunities, and enhancements to service, processes, and system functionality.
• Performs other duties as assigned.
• Complies with all policies and standards.
• Provides direction to and development of associates through daily coaching, the administration of the Performance Management Model, and the creation and implementation of development plans. Recruits, hires, trains and develops staff.

Qualifications

• Bachelor's Degree Or equivalent experience - Required
• Typically requires 3 years' of supervisory experience demonstrating successful managing, motivating, coaching, and building teams - Required
• Financial Services, Contact Center or Independent Distribution experience - Preferred
• Insurance industry experience and knowledge - Preferred
• Experience interacting effectively with various levels within an organization - Required
• Proven ability to mentor and lead diverse teams to successful results - Required
• Proven ability to comprehend, educate others, and enforce policies and procedures - Required
• Proven track record of delivering results - Required
• Self-directed, highly motivated, and flexible in a fast-paced environment - Preferred
• Detail oriented with the ability to manage priorities and multiple responsibilities - Preferred
• Excellent verbal and written communication skills - Preferred
• Decisiveness and attention to detail. - Preferred
• Strong analytical thinking, understanding of technical concepts, and problem solving skills - Preferred
• Demonstrated computer proficiency, solid to advanced PC skills, experience with Windows-based systems, Outlook, Excel, Word, Power BI - Preferred
• Ability to troubleshoot technical issues - Preferred
• Licensed in Life & Health Insurance Upon Hire - Preferred
• LOMA designations or equivalent considered a plus. Upon Hire - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Associate must be able to operate a motor vehicle for short and/or long distances.
• Associate must be able to travel via airplane.
• Associate must be able to travel via car.
• Occasional after-hours work needed.
• Routine and/or extended after hours work needed.
• Valid Driver's License with a safe driving record.

Travel Requirements:

• 0% travel