Customer Service Supervisor

The Supervisor of the Agency Services Contact Center will collaborate with the leadership team to oversee the daily operations of the Masterpiece phone queues and email inventory and ensure service levels are met. This role involves working closely with the Operations Leadership Team to continuously improve and refine the customer service skills of the staff while implementing efficiencies to boost service quality and productivity. The Supervisor will also recommend process enhancements and staffing adjustments to Operations Management. Additionally, this position will provide leadership and support to foster the team's knowledge, productivity, and customer service capabilities.

Responsibilities include :

Lead a team of customer service representatives in a high-volume call center, managing incoming calls from agents and brokers regarding Chubb personal lines policies.

Vigilantly monitor phone queues in collaboration with Workforce Management partners to ensure optimal staffing and responsiveness while maintaining oversight of customer service representative (CSR) activities for high-quality service delivery.

Monitor non-phone (email) inventory and collaborate with leadership on appropriate staff allocation between teams to ensure service levels are met.

Proactively address PTOs, absences, and staff turnover throughout the year, demonstrating flexibility to adapt to changing staffing needs in order to meet business goals.

Evaluate team metrics to identify trends and best practices that enhance productivity and improve client experience.

Provide leadership and coaching to staff, promoting creativity and serving as a role model.

Support the development and execution of strategies aligned with Personal Risk Services profitability and growth objectives.

Manage staff performance through timely feedback, goal setting, and performance reviews.

Collaborate with department managers to assess operational costs, staffing, and expenses.

Forecast future needs by analyzing reports and recommending best practices and process improvements.

Offer technical expertise on specific issues or projects, guiding solutions and removing obstacles.

Propose enhancements for quality and efficiency improvements within the department.

Evaluate service standards and metrics to implement necessary enhancements.

Competency Skills :

Proven leadership skills with a strong customer service focus.

Effective verbal and written communication capabilities.

Ability to collaborate with internal and external business partners to achieve goals.

Adaptable to change, identifying opportunities for enhancements in Personal Risk Services.

Skilled in interacting with staff at all levels to drive positive business outcomes.

Experience in developing, coaching, and motivating staff effectively.

Strategic thinker with the ability to employ analytical techniques for problem-solving.

Strong organizational skills, capable of managing multiple tasks simultaneously.

Proficient in independently planning and executing projects while delegating when necessary.

Excellent time management skills.

Technical Skills :

Knowledge of Masterpiece / PLS systems a plus

Demonstrated proficiency in Microsoft Suite : Word, Power point, Excel and Access

Working knowledge of property and casualty insurance policies, terminology and processing procedures is a plus

Education :

Bachelor's Degree or equivalent work experience in customer service and / or supervision required.

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.