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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service leadership, with a focus on developing standards, coaching teams, and improving service quality in a fast-paced call center environment. Proficient in analyzing data and implementing policies while maintaining knowledge of telecommunications systems.
Highest-signal resume keywords
Customer Service LeadershipTeam SupervisionData AnalysisTelecommunication Systems KnowledgeBilingual Proficiency in Spanish
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service Standards DevelopmentCall Center Software ProficiencyBudget PreparationPerformance TrackingInsurance Processes Knowledge
Soft Skills
CoachingMotivatingTact and DiplomacyPrioritizationCommunication
Industry Keywords
TelecommunicationsCustomer Service EnvironmentCall CenterOperating Expenses ControlNon-Standard Hours Availability
About the role
Key responsibilities & impact- Supervise a team providing customer service to a variety of clients
- Develop and implement customer service standards
- Coach, counsel, and motivate the customer service team
- Improve customer service quality results by studying, evaluating, and formulating ideas
- Maintain knowledge of new or revised telecommunications systems
- Provide work direction to staff
- Implement policies and procedures
- Provide expertise in handling sensitive or unusual customer service issues
- Schedule staff and track performance
- Assist with budget preparation and control operating expenses
Requirements
What you’ll need- Bachelor's Degree or equivalent work experience
- Proficiency in Spanish preferred, but not required
- 5 years of previous work experience or knowledge of a customer service environment and previous supervisory experience
- Ability to provide leadership to employees within a fast-paced call center environment
- Ability to prioritize work and maintain appropriate service standards
- Ability to analyze data, identify trends, and communicate results
- Working knowledge of telecommunication systems and call center software
- Knowledge of insurance processes, procedures, and systems beneficial
- Ability to respond to sensitive inquiries or complaints from customers, state insurance departments, producers, and others with tact and diplomacy
- Must be available to work non-standard hours including nights, weekends and holidays as needed
Benefits
Comp & perks- Optional work from home on Mondays and Fridays; office collaboration Tuesday through Thursday
- Technology and tools provided for office and home workspace from day one
- Dining stipend or meal allowance, depending on location
- Sentry University learning opportunities
- Tuition reimbursement program
- Group medical, dental, and vision insurance
- Parental leave
- Pet insurance
- Caregiver leave
- Wellness resources
- HSA, FSA, and Dependent Care FSA options
- Paid Time Off
- Paid Volunteer Time Off
- 100% company match on the first 8% contributed to 401(k) each pay period
- Immediate vesting of 401(k) contributions
- Support through the Sentry Foundation, including United Way contributions