Supervisor, Contact Center

Accuserve Solutions

. Monitor calls and files for adherence to company procedures and guidelines .

Posted 11/10/2026full-timeRemote • United StatesJuniorMid-Level💰 $45,000 - $50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and management capabilities in overseeing FNOL and Water CSR representatives, ensuring compliance with company procedures while driving process improvements. Proficient in quality assurance, analytics, and workforce management to enhance operational efficiency.

Highest-signal resume keywords

Leadership And ManagementQuality Assurance And AuditingWorkforce Management PracticesAnalytic And Root Cause AnalysisIICRC Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AuditsProcess ImprovementFNOL ProcessingData AnalysisCall MonitoringPerformance CoachingScheduling SoftwareAnalytic SkillsDecision-MakingProblem-Solving

Soft Skills

Interpersonal SkillsSensitivity In Interactions

Tools & Technologies

MS OfficeQuality Monitoring SoftwareWorkforce Management ToolsAIChatbot

Certifications & Qualifications

IICRC Certification

Industry Keywords

Contact Center OperationsCustomer EngagementClaim IntakeFNOLWater Mitigation

About the role

Key responsibilities & impact

Monitor calls and files for adherence to company procedures and guidelines
Collaborate with internal departments to improve process efficiencies
Lead and manage FNOL, Water Mitigation, and Customer Engagement representatives handling claim intake via phone and digital platforms
Ensure files are complete, accurate, and compliant with Accuserve and carrier requirements
Understand FNOL, Water CSR, Exterior CE, and other contact center processes
Conduct quality audits on selected FNOLs and communicate audit trends and results to management
Analyze reporting to identify anomalies and trends
Complete FNOLs during high call periods, typically less than 5% of time except during CATs
Perform daily quality checks, including monitoring inbound and outbound calls and other correspondence
Analyze staffing needs and adjust contact center queues using workforce management practices
Provide managers with feedback on areas for improvement
Monitor SME Chat for urgent customer questions
Manage daily activities of FNOL/Water CSR representatives and assign tasks
Performance coaching (50%)
Administrative/SME Chat (20%)
Coverage monitoring (10%)
Claim reviews/QA (15%)
Escalations/call coverage (5%)
Perform other duties as assigned and as business needs change

Requirements

What you’ll need

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 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
Ability to lead and effectively manage large teams
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
Proficiency in MS Office and other standard software applications
Reliable high speed home broadband internet connection with minimum 25 MB download and 10 MB upload speeds
Ability to connect to home internet via ethernet cord if working remotely

Benefits

Comp & perks

Fully remote work arrangement
Ability to work overtime or flex schedules during high volume and CAT Events
Accuserve’s Human Centric Value Proposition: community, valuable connections, and an innovative approach to navigating the insurance landscape