Personal Lines Call Center Supervisor

Location: Worcester, MA (On-site) Salary Range: $62,000 – $65,000 (with potential flexibility for the right candidate) Are you passionate about leadership, customer service, and making a real impact every day? We’re looking for a dynamic Call Center Team Lead to join our growing homeowners insurance team! If you're ready to take the next step in your career and love working in a fast-paced environment , this could be the perfect fit for you. What You’ll Do: As a key member of our call center leadership team, you’ll work closely with your Supervisor to keep operations running smoothly, ensuring our agents deliver exceptional service to every customer. You'll: Assist with managing daily operations and maintaining service levels in a busy inbound call center. Support the team by taking calls at least 20% of your week — especially during peak times or special events. Answer questions and provide guidance through team chats. Perform quality assurance checks and deliver detailed, actionable feedback to agents. Coach, mentor, and develop team members to reach their full potential. Help lead or assist with team meetings to review performance, share updates, and highlight areas for improvement. Track attendance, adherence, IT issues, and response times, ensuring smooth administrative operations. Identify training gaps and proactively recommend retraining or coaching opportunities. Qualifications: 5 years of experience in a customer service or call center environment, with at least 2 years in a Team Lead or Subject Matter Expert (SME) role. 2 years of personal lines insurance experience. Previous leadership in a high-volume, inbound call center. Strong communication skills and a professional demeanor. A passion for relationship-building and team success. Solid understanding of QA processes and business rules. Proficiency with basic office software (e.g., Microsoft Office Suite). Ability to multitask, problem-solve, and thrive in a fast-paced environment. Why Join Us? Competitive salary with room for growth. Opportunity to make a direct impact on the team's success and customer experience. Work with a supportive leadership team that values your ideas and contributions. Help shape the future of a growing, customer-first organization.

Location: West Side, MA, US

Posted Date: 5/5/2025