United States onlyJob Type: Full Time
Hours: Days 11-7 EST M-F
Salary: $23.00
About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.
Summary of Position:
We are seeking an experienced and dynamic Bilingual Call Center Supervisor to lead our team of Personal Lines Agents. This role demands a proven leader with a strong understanding of property and casualty insurance, exceptional coaching abilities, and fluency in both English and Spanish to ensure seamless support for our diverse clientele. You will be responsible for overseeing daily operations, driving team performance, and fostering a positive and productive work environment.
Responsibilities:
• Team Leadership & Development: Supervise, mentor, and coach a team of Personal Lines Call Center Agents, providing ongoing feedback, performance evaluations, and development opportunities to ensure they meet and exceed performance goals.
• Operational Oversight: Manage daily call center operations, including work schedules, call queues, service level agreements (SLAs), and agent adherence to ensure efficient and effective customer service delivery.
• Quality Assurance: Monitor agent interactions (calls, chats, etc.) to ensure adherence to quality standards, compliance with company policies and regulations, and accurate policy processing. Conduct regular quality audits and provide constructive feedback.
• Issue Resolution: Handle escalated customer inquiries and complex policy issues, providing expert guidance and solutions in both English and Spanish.
• Performance Management: Analyze team performance metrics (e.g., call volume, average handle time, resolution rate, quality scores) to identify trends, implement improvements, and report on key outcomes to management.
• Training & Onboarding: Assist with the onboarding and continuous training of new and existing agents, ensuring they are well-versed in insurance products, systems, and customer service best practices.
• Process Improvement: Identify opportunities to improve call center processes, workflows, and customer experience. Collaborate with other departments to implement efficient solutions.
• Compliance: Ensure the team's strict adherence to all Florida insurance regulations, company policies, and ethical guidelines.
• Recruitment & Retention: Participate in the hiring process for new agents and contribute to strategies for agent retention and engagement.
Required Skills & Qualifications:
• Active Florida 20-44 Property and Casualty Personal Lines Agent License is REQUIRED.
• Minimum of 2-3 years of experience as a Supervisor or Team Lead in a call center environment, preferably within the insurance industry.
• Bilingual Proficiency: Must be fluent in both English and Spanish, demonstrating superior verbal and written communication skills in both languages.
• Strong Insurance Acumen: In-depth knowledge of personal lines property and casualty insurance products, policies, and underwriting guidelines.
• Exceptional Leadership: Proven ability to lead, motivate, and develop a team, fostering a positive and high-performing work culture.
• Excellent Communication & Interpersonal Skills: Ability to effectively communicate complex information, provide constructive feedback, and build strong relationships with team members and customers.
• Analytical & Problem-Solving Skills: Strong ability to analyze data, identify trends, and develop effective solutions to operational and customer service challenges.
• Customer-Centric Mindset: Passion for delivering outstanding customer service and resolving complex issues with patience and empathy.
• Proficiency in Call Center Technologies: Experience with CRM software, agency management systems, call routing systems, and other relevant call center technologies.
• Organizational & Time Management Skills: Highly organized with the ability to manage multiple priorities in a fast-paced, dynamic environment.
• WAH Requirements:
PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible), 8 GB of RAM with an I5 Processor required
Hard-wired high-speed internet connection (Ethernet cable) at least 100 Mbps down and 50 Mbps up
USB-connected Headset
Webcam
A quiet, dedicated place to work free from distractions, including pets and children.
Canada only
