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Agency Service Center Supervisor

The Agency Service Center Supervisor is responsible for delivering high-quality and efficient customer service by overseeing the daily operations of a team of 10-15 employees. Key responsibilities include motivating, recognizing, and rewarding team members, as well as providing coaching, training, and support for problem-solving. The role also involves collaborating with management on process improvements, data analysis, scheduling, and employee development.

Qualified candidates should possess strong leadership skills and experience in property and casualty insurance.

This is a full-time, remote position that requires reliable high-speed internet, a dedicated home office, and occasional travel to the Iowa office.

 

Responsibilities include, but not limited to, the following:

• Act as a working supervisor, directly contributing to daily tasks while managing, mentoring, and supporting team members to meet department objectives.
• Effectively prioritize and manage unit tasks while leading team members through the process.
• Provide clear daily direction and communication to ensure a positive customer service experience.
• Continuously evaluate processes and procedures, implementing improvements to enhance department efficiency, including creating cost-benefit analyses (CBA) to support projects.
• Offer regular statistical and performance feedback, providing coaching to team members, and conducting performance reviews as needed, including annual evaluations and addressing disciplinary issues in line with company policy.
• Be available to support employees with work-related challenges, providing appropriate coaching and guidance for resolution.
• Ensure employees receive the necessary training and resources to perform their roles effectively.
• Address employee relations concerns in coordination with management and human resources.
• Foster a high-quality work environment that motivates team members to perform at their best.
• Assist the director in the daily operations of the Agency Service Center and participate in special or ongoing projects focused on process improvement.
• Use sound judgment in communicating department or employee issues to upper management.
• Collaborate closely with departments such as Underwriting, Marketing, and senior leadership.

 

Other responsibilities may be assigned as needed to support business objectives.

 

Qualifications/Requirements:

• Excellent written and verbal communication skills
• Proficiency in technology with the ability to troubleshoot system-related issues
• Experience with Excel, Word, Outlook, and PowerPoint
• Strong interpersonal and organizational skills
• Ability to effectively train and mentor team members
• Proven leadership experience; previous management experience is a plus
• Keen attention to detail
• Knowledge of policy language
• Ability to communicate effectively with diverse audiences
• Experience in Property and Casualty Insurance, with an emphasis on Commercial lines
• Ability to motivate and develop a team in alignment with company goals

Education/Training:

• High School Diploma or GED required
• College degree preferred
• Insurance Designation preferred (e.g., CPCU, AU, CIC, AINS)