Job Summary

Do you thrive on building meaningful connections and delivering exceptional customer experiences? Are you a natural leader who inspires teams to exceed expectations? If so, this opportunity is calling your name. Join us and lead a high-performing team where your passion for service and leadership truly makes a difference. 

• This role sits within the Service Operations line of business and is not aligned to a specific brand. Inviduals will be aligned to a specific brand within Service Operations at a later date post hiring. 
• Supervises assigned team of representatives to deliver pristine customer experiences through timely inquiry resolution. Deliver real-time, individualized coaching to improve representative and team performance in support of company goals. 
• Focuses on risk acceptability guidelines and favorable profitable business results.
• Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding.
• Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance.
• Inspires, develops and mentors assigned team members, and employees in other units as requested.

Hours of Operation: 

This role will work non-standard hours, which includes nights and weekends.

Licensing:

This role will require P&C licensing post hire if the individual does not possess the license.

Hybrid:

If an individual is located within 50 miles of a hub location, they will be required to work a hybrid schedule.

Essential Job Functions

• Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines.
• Creates and implements plans to constantly improve team performance and develop individual team member skill sets.
• Accountable for ensuring team members meet individual and team performance goals.
• Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director.
• Interacts with and responds to customer inquiries as requested.
• Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects).
• Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements.
• Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge.
• Understands, supports, and advocates organization’s overall strategy.
• Models, promotes and advocates Farmers core values. 
• Performs other duties as assigned.

• CORE COMPETENCIES:

  • Business Results – sets the standard for individual performance, metrics and goals while contributing to the overall success of the department.
  • Innovation – identifies, suggests and contributes to innovative process changes to support business practices and organizational strategy.
  • Communication- adapts communication style to audience. Uses communication to clarify, persuade and influence audience.
  • Job Knowledge- advanced understanding of contact center processes and customer needs.
  • Team Work- seeks and accepts feedback to/from others to reach full potential and achieve company goals. Looks for opportunities to improve individual and company performance by identifying and implementing best practices.
  • Leadership- Pursues informal and formal opportunities to inspire, develop and mentor other employees.

Education Requirements

• High School Diploma or equivalent required. Bachelor's degree preferred.

Experience Requirements

• Experience working as a Supervisor within a P&C Insurance Call Center highly preferred.
• Ability to work under pressure in a fast-paced and complex environment.
• Related experience in a senior service support role required.

Physical Actions

• This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.