Supervisor, Contact Center

Who Is Accuserve:
Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:
The Supervisor, Contact Center is responsible for overseeing the intake and initial handling of property loss claims, ensuring all contact center calls and submissions are managed efficiently, with expertise, and in compliance with company and regulatory standards. This role leads a team of high-performing FNOL, Water Mitigation, and Customer Engagement representatives, focusing on service quality, accuracy, and team performance in a fast-paced, customer-first environment.

General Responsibilities:

- Responsible for monitoring calls and files to ensure adherence to company procedures and guidelines.

- Collaborate with internal departments to improve process efficiencies

- Lead and manage a team of FNOL, Water Mitigation, and CE representatives responsible for handling claim intake via phone and other digital platforms.

- Ensures files are complete and accurate and in compliance with Accuserve and carrier requirements

- Understand FNOL, Water CSR, Exterior CE and other processes owned by the contact center

- Conduct quality audits on selected FNOLs, utilize reporting to track quality audits, communicate to management audit trends and results, analyze reporting to identify anomalies and trends.

- Complete FNOLs during high call periods (should be less than 5% of your time except during CATs)

- Perform daily quality checks of the FNOL associates, including monitoring of inbound and/or outbound calls and other correspondence.

- Understand and analyze moves required to properly staff contact center queues and adjust when necessary (workforce management)

- Provides feedback to managers regarding areas for improvement.

- Monitor SME Chat to ensure agents have quick access to urgent customer questions

- Manage the day-to-day activities of other FNOL/Water CSR representatives and assign them tasks as necessary.

- Expect a typical day to be as follows:

- Performance Coaching – 50%

- Administrative/SME Chat – 20%

- Coverage Monitoring – 10%

- Claim Reviews/QA – 15%

- Escalations/Call Coverage – 5%

- Other duties as assigned and as business needs change

Requirements
Minimum Requirements

- High school diploma or GED required, associate or bachelor’s degree preferred, or an equivalent combination of education, training, and work experience.

- Two years' experience in a supervisory capacity, responsible for the day-to-day supervision of frontline contact center representatives.

- Extensive knowledge of company products, services, and business operations to resolve customer inquiries.

- IICRC Certification or ability to obtain certification within 6 months

- Previous experience with AI, Chatbot and/or virtual agents desired

- Working knowledge of workforce management practices and tools, such as scheduling and quality monitoring software.

- Ability to work overtime or flex schedules during high volume and CAT Events is required

- Attention to detail and a customer-driven approach, focusing on delivering the highest quality products and services to both internal and external customers.

- Ability to lead and effectively manage large teams.

- Working knowledge of workforce management practices and tools, such as scheduling and quality monitoring software.

- Demonstrated problem-solving and decision-making abilities.

- Analytic and root cause analysis skills for process improvement initiatives.

- Effective interpersonal skills and sensitivity when interacting with others

- Work with peers and all departments for the common goals of the organization

- Reliable in meeting work commitments

- Must be flexible and adapt to most any situation

- Proficiency in MS Office and other standard software applications needed to perform job duties.

- Reliable high speed home broadband internet connection with minimum 25 MB download and 10 MB upload speeds and ability to connect to home internet via ethernet cord is required if working remotely

Accuserve’s Human Centric Value Proposition:
Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.

Accuserve Values:
Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.

Salary Description
$45,000 - 50,000 based on experience