[Remote] Customer Service Supervisor

Note: The job is a remote job and is open to candidates in USA. Commonwealth Casualty Company is dedicated to providing flexible and accessible insurance solutions since 2010, operating in Arizona, Ohio, and Texas. The Customer Service Supervisor will lead and develop a team of licensed customer service representatives, ensuring exceptional service delivery and operational efficiency in a fast-paced call center environment.ResponsibilitiesLead, coach, and develop a team of licensed customer service representatives to achieve performance and service goalsProvide clear communication, guidance, and timely decision-making to support daily operations and team successConduct regular one-on-one coaching sessions, performance evaluations, and team meetingsLead weekly team huddles and ongoing training to reinforce expectations and improve performanceMonitor and improve call quality, customer interactions, and service standardsAnalyze performance data, identify trends, and implement solutions to improve service and efficiencyOversee daily call center operations including staffing, scheduling, attendance, and workload balancingEnsure team productivity by monitoring call volume, efficiency, and service levelsManage real-time queue performance and escalations to ensure timely resolution and customer satisfactionAssist with complex customer issues, escalations, and policy-related inquiriesEnsure compliance with insurance regulations, company policies, and proceduresDevelop and maintain documentation, procedures, and a centralized knowledge baseSupport recruiting, interviewing, onboarding, and training of new employeesDeliver structured, timely, and actionable feedback to improve individual and team performanceManage corrective actions, including performance improvement plans when necessaryCollaborate with leadership and cross-functional teams to improve processes and customer experiencePrepare and present performance reports and operational updates to managementSkillsActive Property & Casualty Insurance LicenseMinimum of 5 years of experience supervising a call center or customer service teamStrong background in insurance customer service call center operationsDemonstrated experience coaching and developing high-performing teamsStrong analytical and problem-solving skills with the ability to use data to drive decisionsExcellent communication, leadership, and interpersonal skillsExperience with call center systems, CRM platforms, and Microsoft OfficeBachelor's degree in Business, Management, Insurance, or related fieldExperience in personal auto and property insurance or claims-related serviceBilingual (English/Spanish)Professional insurance designations or coursework (e.g., CPCU or similar)BenefitsCompetitive compensation based on experienceComprehensive medical, dental, and vision insurance401(k) plan with company match up to 6%Paid maternity and paternity leavePaid time off and paid holidaysTuition reimbursement to support your professional growthOpportunities for career advancement and developmentSupportive, collaborative, and people-first work environmentCompany OverviewCommonwealth Casualty Company provides a complete suite of affordable insurance to everyone in the community. It was founded in 2010, and is headquartered in Phoenix, Arizona, USA, with a workforce of 201-500 employees. Its website is https://commonwealthcasualty.com.