Customer Service Supervisor

The Supervisor of the Agency Services Contact Center will collaborate with the leadership team to oversee the daily operations of the Masterpiece phone queues and email inventory and ensure service levels are met.

• Lead a team of customer service representatives in a high-volume call center
• Vigilantly monitor phone queues in collaboration with Workforce Management partners
• Monitor nonphone (email) inventory and collaborate with leadership on appropriate staff allocation
• Proactively address PTOs, absences, and staff turnover
• Evaluate team metrics to identify trends and best practices
• Provide leadership and coaching to staff
• Support the development and execution of strategies aligned with Personal Risk Services profitability and growth objectives
• Manage staff performance through timely feedback, goal setting, and performance reviews
• Collaborate with department managers to assess operational costs, staffing, and expenses
• Forecast future needs by analyzing reports and recommending best practices and process improvements
• Offer technical expertise on specific issues or projects
• Propose enhancements for quality and efficiency improvements within the department
• Evaluate service standards and metrics to implement necessary enhancements

• Proven leadership skills with a strong customer service focus
• Effective verbal and written communication capabilities
• Ability to collaborate with internal and external business partners
• Adaptable to change, identifying opportunities for enhancements in Personal Risk Services
• Skilled in interacting with staff at all levels to drive positive business outcomes
• Experience in developing, coaching, and motivating staff effectively
• Strategic thinker with the ability to employ analytical techniques for problem-solving
• Strong organizational skills, capable of managing multiple tasks simultaneously
• Proficient in independently planning and executing projects while delegating when necessary
• Excellent time management skills

• 401k matching
• Health insurance
• Flight privileges

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients.