Call Center Supervisor – Execution Support Team

About the role

The Call Center Supervisor will lead an execution support team that provides operational and administrative assistance to Business Insurance agents and internal partners. This position ensures high‑quality, timely, and professional agent‑facing support while maintaining clear boundaries between support activities and licensed tasks.

Key responsibilities

• Lead, coach, and develop a team of execution support representatives through daily huddles, weekly 1:1s, and performance reviews.
• Manage team performance against metrics such as call volume, responsiveness, and scheduling outcomes.
• Develop and maintain scripts, intake protocols, and standardized workflows for core support workstreams.
• Oversee scheduling, lead distribution, CRM hygiene, campaign support, and scripted outreach activities.
• Establish and monitor quality‑assurance standards for agent‑facing interactions.
• Enforce boundaries between execution support duties and licensed activities, ensuring proper escalation of licensing inquiries.
• Partner with licensed specialists to facilitate seamless handoffs, warm transfers, and accurate CRM documentation.
• Track service levels for handoffs and maintain clear ownership and status updates.

Required profile

• Proven experience supervising a call‑center or support team.
• Strong ability to coach, give real‑time feedback, and drive performance improvements.
• Excellent communication skills and attention to detail.
• Ability to work in a distributed, multi‑time‑zone environment.
• Understanding of insurance‑related processes and compliance requirements.

Required skills

• CRM systems (experience with maintaining CRM hygiene and documentation).