Contact Center Supervisor

Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (PetPartners, Figo, Pethealth, IAIC) supports insurance for more than 600,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job Summary:

This remote position is responsible for supporting the Contact Center business unit in providing exceptional customer service and sales by creating a culture of high performance, accountability, and engagement.  The Supervisor, Contact Center will lead a team of insurance professionals with the goal of exceeding corporate objectives and department key performance indicators.  This role is responsible for day-to-day direct management of a remote team, focused on coaching, motivating, recruiting, retaining talent, performance management, and fostering a welcoming and inclusive environment.   providing claim support to our insured pet parents in a manner that promotes efficiency and customer satisfaction.

Job Location: Remote work is not available in AK, MT, HI (US) and Quebec, Nunavut, NW Territories, Yukon (Canada)

Main Responsibilities: 

• Coach, provide support and training to new and existing team of insurance agents with respect to department goals, quality assurance, monthly KPI’s, SLAs, new products/services, systems, soft skills, and other change management 
• Meet and exceed all service levels and metrics including quality, sales, up-selling, customer retention, and schedule adherence for team.  Partner with Training and QA to increase effectiveness and efficiency 
• Highly accessible to team members for internal questions, support, and client escalations.  Point of contact for the level two escalation process and customer resolution team leads 
• Review real-time monitoring of call center metrics and agent activity.  Ensure each agent has regular communication and clear coaching plans/goals.  Then follow through and hold team members accountable 
• Work closely with HR to effectively manage individual agent performance and agent retention.   
• Partner with Talent Acquisition for ongoing and high-volume recruiting efforts 
• Work closely with Workforce Management monitor service levels and coach to ensure high levels of occupancy and schedule adherence 
• Leading team meetings and ensuring proper communication.  Deliver change management initiatives that ensure high levels of team communication and engagement throughout the process.  Ongoing communication with other departments on day-to-day customer facing interactions 
• Executing and communicating all directives assigned by the Manager 
• Readily addressing or escalating concerns to mitigate risk. 
• Deliver performance reviews in accordance to the company’s performance plan.  Support professional development 
• Performs other duties and responsibilities as assigned.  

Qualifications: 

• Strong sense of urgency.  Thrives in a fast-paced, results-oriented high-volume production or front-line environment (like Call Center or Retail) 
• Exceptional problem-solving, multi-tasking, and analytical skills 
• Proven experience and ability to manage a team to meet and or exceed SMART goals (Call Center metrics a strong asset) 
• Strong communication and service skills 
• Highly collaborative across teams and adapts to varying needs and styles 
• Strong organizational skills with a high attention to detail 
• Consistently deliver completion of tasks on time, responsive, takes initiative 
• Holds team accountable while also motivating, creating, and sustaining a positive and engaging work environment 
• Model appropriate behaviors – maintain composure and approachability when dealing with the fast pace, constant interruptions, and stressful conditions.  Acts with diplomacy, tact, and professionalism always 
• Conflict resolution skills – able to deliver tough messages in a clear and productive manner 
• Advanced computer proficiency  
• Frequent communications – in-person, video, call, written correspondence 
• Must be able to pass required background checks 
• Available to work shifts within all call centre hours of operation 
• Being a pet lover is a plus 
• 3+ years of experience in a call center environment (supervisory experience a plus) 
• Bachelor’s Degree or the equivalent years of relevant work experience 
• Must hold (or obtain within 90-days) appropriate insurance licensing – OTL licensed or P&C license 
• Strong knowledge of products and services, including policies and procedures is an asset 

Benefits:

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• 401(k) savings plan
• Personal Paid Time Off
• Ten holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations

• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)