FBS Customer Care Supervisor

• Supervises team members to enhance customer experiences for internal and external clients.

• Supervises team members to enhance customer experiences for internal and external clients.
• Focuses on compliance with risk acceptability guidelines and achieving profitable business outcomes.
• Leads team to improve performance and contribute to organizational success.

• Monitors team performance metrics such as customer experience, work quality, and compliance with regulations.

• Monitors team performance metrics such as customer experience, work quality, and compliance with regulations.
• Creates and implements performance improvement plans tailored to individual team member skills.
• Ensures team members meet individual and collective performance goals.
• Regularly communicates performance metrics to team members and management.
• Engages with customer inquiries as needed.
• Collaborates with other leaders to develop and implement process improvements and special projects.
• Maintains current knowledge of procedures, contractual provisions, and regulatory requirements.
• Participates in professional development through industry-related courses and seminars.
• Advocates for the organization's overall strategy and core values.

• Business Results: Sets performance standards that align with departmental success.

• Business Results: Sets performance standards that align with departmental success.
• Innovation: Actively contributes to process improvements and organizational strategies.
• Communication: Adapts communication style to different audiences, effectively clarifying and persuading.
• Job Knowledge: Possesses in-depth knowledge of contact center processes and customer needs.
• Teamwork: Seeks and incorporates feedback for personal and team growth.
• Leadership: Actively inspires, develops, and mentors team members.

• Bachelor’s degree preferred.

• Bachelor’s degree preferred.
• 3 to 6 years of experience in insurance processes, including BPO/GCC.
• 1 to 2 years of experience in a senior service support role, preferably in insurance customer service.
• Recent leadership experience required.
• Fluent in English, both written and spoken.
• Experience in US Property & Casualty Insurance customer service preferred.

• Strong people management skills.

• Strong people management skills.
• Effective communication abilities.
• Coaching and development skills.

• Competitive salary and performance-based bonuses

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development