Customer Service Supervisor

Job description

The Supervisor of the Agency Services Contact Center partners with the Operations Leadership Team to oversee and optimize daily operations of the Masterpiece phone queues and email inventory, ensuring service levels and compliance standards are consistently met. This role is responsible for driving continuous improvement in customer service, operational effectiveness, and staff development. The Supervisor will recommend, develop, and execute process and staffing enhancements, fostering a culture of productivity, innovation, ownership, and service excellence within the Agency Services function. Key Responsibilities: Lead a team of customer service representatives in a high-volume call center, managing incoming calls and inquiries from agents and brokers regarding Chubb personal lines policies. Monitor phone and non-phone (email) inventory in collaboration with Workforce Management and leadership partners to ensure optimal staffing, responsiveness, and compliance with regulatory standards and service level agreements (SLAs). Oversee staff scheduling, PTOs, absences, and turnover, adapting workforce plans to meet evolving business needs and ensure continuity in service delivery. Condu...