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Allied Solutions LLC · 1 day ago

Customer Service Supervisor

Carmel, IN

Full-time

Onsite

Mid Level

3+ years exp

Allied Solutions LLC is seeking a Customer Service Supervisor to oversee day-to-day call center operations. This role involves delivering coaching to agents, managing personnel tasks, and ensuring effective service delivery while fostering a positive work environment.

Financial ServicesInformation Technology

Responsibilities

Conduct one-on-one coaching sessions to reinforce strengths and identify areas for improvement

Deliver constructive feedback based on performance metrics and customer interactions

Balance ensuring agent performance meets client expectations and satisfaction through cross departmental collaboration

Create personalized development plans to support employee growth and career advancement

Set clear goals and track progress with regular performance check-ins

Balance short term and long-term career growth

Promote teamwork, engagement, and open communication

Encourage peer recognition and celebrate achievements regularly

Host engaging, informative team meetings that align with business goals

Plan team-building activities and morale-boosting activities

Recognize top talent and support their professional development through mentorship and advancement opportunities

Provide clear and honest evaluations that provide balanced insights into employee strengths and opportunities

Collaborate with HR to ensure fair, objective, and actionable reviews

Ensure employees feel valued and appreciated for their contributions

Support and utilize the True Blue Award program and other department incentives

Display understanding of auto and real estate insurance policies, processes, and regulations

Implement best practices for managing customer expectations and resolving escalations

Maintain familiarity with insurance compliance standards (ie: flood, Fannie Mae)

Demonstrate ability to interpret agent level quality performance and create actionable coaching plans

Remain up to date on current procedures

Continually train agents on utilizing internal knowledge resources

Frequently review and provide recommendations to improve overall processes and procedures

Coordinate with other leadership teams to address loan-level issues that require multiple teams to resolve (CPI Claims, Lender Task Admin, Escrow Payment Processing, QA, and Client Experience)

Collaborate with other teams when client or loan-level escalations occur (QA, Legal and Compliance, and Client Experience)

Demonstrate familiarity with monitoring tools, QA scorecards, and call evaluation methods

Utilize quality management programs to track coaching plans and outcomes

Review and approve associate timecards at least bi-weekly, monitoring for accurate clock-ins and clock-outs, PTO balances, and adherence to company attendance policies

Review associate phone adherence on a weekly basis, monitoring for consistent sign outs and adherence to department phone sign-out policies

Accurately complete associate attendance trackers in a timely manner

Review agent attendance trends to ensure the right benefits and protected leave options are being offered

Partner with HRBPs to ensure company attendance policies are being met, including providing and following FMLA and ADA accommodations, following progressive discipline policies, and finding solutions to prevent associate turnover

Qualification

Call center experienceEmployee coachingInsurance industry expertisePerformance evaluationsData analysisCross department collaborationTeam buildingLeadership experienceCommunication skills

Required

High school diploma or GED

3-4 years of work-related experience required

Call center or equivalent customer service experience required

Preferred

Some leadership experience is preferred

Benefits

Medical, dental and vision insurance coverage

100% company-paid life and disability coverage

401k options with company match

Three weeks PTO by the end of the first year

Career growth opportunities for employees of all levels

Company

Allied Solutions LLC

Allied Solutions uses technology based products and services to meet the insurance, lending and marketing needs of more than 6,000 financial institutions in North America.

Founded in 2000

Carmel, Indiana, USA

1001-5000 employees