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Our client, a leading insurance/warranty provider located in northeast Austin, is seeking an Ancillary Claims Supervisor to oversee a team of claims examiners within a high-volume call center environment. This individual will manage daily operations, ensure KPI performance, and lead a team of 8-12 direct reports while supporting overall service delivery across ~70+ employees. The role will also serve as an escalation point and provide coaching, performance management, and operational oversight. The work environment is fast-paced, collaborative, and team-oriented. This is a hybrid opportunity (3 days onsite, 2 remote) with a 8-5:30 schedule. This will be a contract to hire with the contract likely being around 3 months.
Job Responsibilities:
- Lead and manage day-to-day operations of a team of 8-12 claims examiners
- Oversee call center performance across phone, email, and chat channels
- Monitor KPIs such as AHT, SLA, productivity, and adherence
- Provide coaching, feedback, and performance management to team members
- Act as escalation point for complex claims and customer issues
- Partner with peer supervisors and leadership to drive team performance
- Assist with staffing, interviewing, and onboarding new hires
- Conduct performance reviews and ongoing training for team development
- Analyze trends and reporting to improve operational efficiency
- Support high-volume periods and ensure consistent service delivery
Qualifications:
- 2+ years of experience in a claims or call center environment
- 2+ years of leadership or supervisory experience
- Experience managing teams in a high-volume call center setting
- Strong background in insurance or warranty (automotive preferred)
- Proven ability to drive KPI performance and team productivity
- Proficiency with contact center software (Nice InContact preferred)
- Strong skills in Microsoft Office (Excel, Outlook, etc.)
- Excellent communication, leadership, and problem-solving abilities
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