Note: The job is a remote job and is open to candidates in USA. Acceptance Insurance is seeking a Customer Service Supervisor to lead daily customer service call center operations. The role supervises and develops team members, monitors performance and call quality, manages staffing and schedules, resolves escalated issues, and drives the adoption of AI-enabled tools and process improvements while maintaining regulatory compliance.
Responsibilities
- Supervise, coach, and motivate team members to achieve performance standards in service quality, efficiency, and customer satisfaction
- Develop leadership within the team by mentoring team leaders and modeling adaptive, tech-enabled service behaviors
- Inspire adoption of AI-enhanced tools by frontline agents to streamline processes and personalize customer experiences
- Support employee engagement through recognition, coaching, and development tied to both people’s performance and digital capability
- Partner with Workforce Management to align staffing and scheduling with call volume and AI-assisted routing insights
- Conduct regular performance reviews, identify skills gaps, and promote a culture of continuous improvement
- Oversee the daily operations of the Customer Service Call Center team, ensuring consistency in delivery and responsiveness
- Champion the integration of AI technologies (e.g., bots, real-time agent assist, smart call routing) to improve both the customer and agent experience
- Monitor and analyze call center performance metrics—blending traditional KPIs with AI-enhanced insights—to drive efficiency and service consistency
- Lead initiatives that reduce customer friction through smarter automation, while preserving opportunities for empathetic, high-value human interactions
- Collaborate with internal partners (e.g., Tech, Claims, Sales) to implement and iterate on AI use cases in the customer journey
- Plan for change, facilitate adoption of new tools, and contribute to pilot programs designed to modernize service delivery
Skills
- High school diploma or general equivalency degree (GED) required
- Property & Casualty insurance license or ability to obtain within 30 days of employment
- Minimum 2 years of supervisory or team leadership experience in a call center environment
- Minimum 2 years of experience as a Customer Service Representative
- Prior experience leveraging AI-enabled resources (e.g., chatbots, agent-assist tools, or automated workflows) to improve call center performance is required
- Familiarity with performance management tools, QA frameworks, and scheduling systems. Strong analytical mindset and comfort interpreting operational data, including AI-generated insights
- Excellent communication skills (verbal and written) and a customer-first mindset. Adept at coaching for both behavioral and technical skill development
- Flexible availability including early mornings, evenings, and weekends. Competence in Microsoft Office Suite and comfortable navigating CRM and AI-based support platforms
- Higher education preferred
- Higher education preferred
Company Overview