Supervisor, Contact Center

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

The Supervisor, Contact Center is responsible for overseeing the intake and initial handling of property loss claims, ensuring all contact center calls and submissions are managed efficiently, with expertise, and in compliance with company and regulatory standards. This role leads a team of high-performing FNOL, Water Mitigation, and Customer Engagement representatives, focusing on service quality, accuracy, and team performance in a fast-paced, customer-first environment.

General Responsibilities:

• Responsible for monitoring calls and files to ensure adherence to company procedures and guidelines.
• Collaborate with internal departments to improve process efficiencies
• Lead and manage a team of FNOL, Water Mitigation, and CE representatives responsible for handling claim intake via phone and other digital platforms.
• Ensures files are complete and accurate and in compliance with Accuserve and carrier requirements
• Understand FNOL, Water CSR, Exterior CE and other processes owned by the contact center
• Conduct quality audits on selected FNOLs, utilize reporting to track quality audits, communicate to management audit trends and results, analyze reporting to identify anomalies and trends.
• Complete FNOLs during high call periods (should be less than 5% of your time except during CATs)
• Perform daily quality checks of the FNOL associates, including monitoring of inbound and/or outbound calls and other correspondence.
• Understand and analyze moves required to properly staff contact center queues and adjust when necessary (workforce management)
• Provides feedback to managers regarding areas for improvement.
• Monitor SME Chat to ensure agents have quick access to urgent customer questions
• Manage the day-to-day activities of other FNOL/Water CSR representatives and assign them tasks as necessary.
• Expect a typical day to be as follows:
• Performance Coaching – 50%
• Administrative/SME Chat – 20%
• Coverage Monitoring – 10%
• Claim Reviews/QA – 15%
• Escalations/Call Coverage – 5%
• Other duties as assigned and as business needs change