Supervisor, Customer Experience

Who We Are.  At We Insure Group, we are passionate, driven, and purposeful in our mission to personalize protection at the right value. We believe in delivering tailored insurance solutions that meet each client’s unique needs, ensuring they feel confident and supported in every decision.     As both a franchise platform and direct insurance provider, We Insure empowers like-minded entrepreneurs with the opportunity to own and operate successful agencies. With over 200 locations across 35 states, we support our agency owners, customers, and carrier partners by enabling faster service, greater efficiency, better choices, and improved results.     What sets us apart? We’re data-driven for better value and people led for better service. Our purpose is rooted in clarity, guidance, and long-term trust helping individuals and business owners make informed choices about their insurance coverage. We're building something meaningful and looking for purpose-driven individuals to help lead the way.    Your Impact.    The Customer Experience Supervisor is responsible for leading a team of Contact Center Customer Service Representatives (CSRs) in delivering high-quality insurance service support to policyholders, producers, lenders, and designated contacts. This role oversees daily contact center operations, monitors performance in a production-based environment, and ensures resources are effectively allocated to meet service, quality, and efficiency expectations. The supervisor plays a critical role in driving accountability, coaching performance, and continuously improving customer experience.    Duties/Responsibilities:   The Contact Center Supervisor is responsible for leading and coaching a team to ensure quality customer interaction and retention. The role involves overseeing day-to-day contact center activities, managing call metrics, addressing personnel issues, and ensuring team members meet departmental goals. The supervisor will also handle escalated customer issues and participate in process and efficiency improvements.  Lead, coach, and develop team members to ensure strong customer interactions, retention, and relationship building.  Ensure the team consistently meets or exceeds departmental goals, service levels, and quality standards.  Supervise and manage personnel matters including hiring, performance management, corrective actions, and terminations.  Oversee accurate and timely servicing of personal and commercial lines insurance policies.  Monitor, analyze, and close performance gaps across key contact center metrics.  Manage call center KPIs including call quality, average handle time (AHT), availability, hold times, after-call work (ACW), and productivity.  Execute strategies aligned to internal service standards and external customer expectations.  Communicate effectively with internal partners and leadership regarding performance, risks, and improvement opportunities.  Organize and oversee daily team operations, including scheduling, workload distribution, and productivity monitoring.  Maintain and analyze performance data, identify trends, troubleshoot operational issues, and complete required reporting.  Serve as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.  Conduct weekly coaching sessions, side-by-side observations, and provide real-time feedback to reinforce expectations.  Maintain up-to-date coaching documentation, root cause analysis, and action plans.  Support the team during high call volume periods and handle escalated calls as needed.  Complete call monitoring, file audits, and quality reviews in alignment with department standards.  Allocate work and resources to ensure coverage, efficiency, and service consistency.  Facilitate weekly team huddles and monthly meetings to drive communication, engagement, and accountability.  Train, develop, motivate, and retain associates through structured coaching and development planning.  Participate in call calibrations, performance discussions, and leadership meetings.  Complete associate performance reviews based on quantitative and qualitative results.  Monitor attendance, adherence, and dependability, reinforcing expectations consistently.  Create, maintain, and reinforce standard operating procedures.  Participate in process reviews, system testing, and identification of efficiency and quality improvements.  Maintain high standards of confidentiality, professionalism, and ethical conduct.  Perform additional duties and projects as assigned.  Required Skills/Abilities:   Understanding of call center KPIs and experience driving sustained, meaningful results  Exceptional leadership and coaching skills, strong self-management, ability to multitask and prioritize, problem resolution, communication, and listening skills  Must have high attention to detail and demonstration of quality control  Proven track record of dependability and consistency in performance  Capable of working effectively both independently and as part of an onsite or remote team  Strong ethical values and integrity in all professional interactions  Proficiency working in Microsoft 365  Education or Experience:   Bachelor’s degree preferred  Texas Producer’s license required, ability to obtain a non-resident license in multiple states, including Florida  Minimum 3 years of experience supervising within a contact center environment  Must have above standard understanding of personal lines insurance requirements (minimum 3 years P&C insurance experience)  Experience working in an independent insurance capacity working with multiple carrier platforms (preferred)  Experience leading a team in a metrics-based environment and utilizing coaching techniques to close performance gaps  Work Environment:   This job operates in office 5 days a week   Physical Requirements (if applicable):    Prolonged periods sitting at a desk and working on a computer  Must be able to lift, up to 15 pounds at times  Able to stand and walk as needed   Travel Requirements:  0 –10%  Safety and Security (if applicable):    Reports potentially unsafe conditions and injuries including near miss incidents/accidents  Uses and cares for company equipment and materials properly  Must understand and follow cyber security protocols     Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may be assigned or reassigned at any time with or without notice.  Our Values. The We Way.  At We Insure, Group our values shape how we work, how we lead, and how we grow—together. They’re more than just words—they guide every interaction, every decision, and every customer experience.    We Way Reflects Our Commitment to.   We personalize protection at a price you can trust  We hustle to find opportunity  We care authentically  We thrive in ambiguity  We own our results  We have fun along the way  And—we’re just getting started    Our Total Rewards.   Medical, Dental, Vision, Life, Pet; Flexible Spending Account  Competitive Salaries  401K Match    Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave  Short and Long-Term Disability  Employee Support Programs, Including Mental Health  Tuition Reimbursement    Matching Charitable Gift Program  Lucrative Referral Program  This position is not able to be performed in California, Colorado, New York or Washington.   EEO We Insure Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability We Insure Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at hrinfo@peak6insurtech.com. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process. Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.