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Position Summary:

As the Client Care Supervisor, you will work under the leadership of the Client Care & Contact Center Manager to support client care operations and provide guidance to Client Care Specialists. You will be responsible for driving client care strategies that ensure exceptional client and agent experiences, handling escalations, and optimizing daily operations in alignment with company objectives. This role will support service delivery and scaling of our client care operations towards a successful 1Q25 launch and beyond.

Responsibilities include:

• Provide direct supervision and day-to-day guidance to Client Care Specialists to execute the contact center’s operational strategy in alignment with company-wide objectives.

• Conduct daily or weekly team huddles to share updates, performance metrics, and motivate the team to meet targets.

• Offer real-time coaching and support to team members, helping them resolve client inquiries and improve performance where needed.

• Act as the first point of escalation for client service issues that cannot be resolved by Client Care Specialists.

• Investigate and resolve more complex client issues, working with internal teams as necessary to ensure timely and accurate resolution.

• Ensure that all client interactions adhere to service level agreements (SLAs) and company quality standards.

• Oversee client communications across multiple channels (phone, email, SMS, chat) to achieve a consistent and exceptional client experience.

• Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training on knowledge bases and automated systems.

• Monitor and manage daily team performance to ensure client care tasks are completed efficiently, maintaining productivity levels.

• Utilize AI and CCaaS automation tools and reporting to drive a high performing contact center and client care experience.

• Assist in scheduling and workforce management to ensure adequate staffing during peak hours.

• Report daily metrics such as call resolution times, customer satisfaction scores, and other key performance indicators (KPIs) to the Client Care & Contact Center Manager.

• Identify opportunities for process improvement within the team and propose solutions to optimize operations.

• Support efforts to drive technology adoption, innovation, and cross-functional collaboration.

• Provide ongoing training and development opportunities for Client Care Specialists, focusing on enhancing customer service skills, product knowledge, and problem-solving abilities.

• Assist with interviewing, selection process, and onboarding of new team members, ensuring they understand their responsibilities and are equipped to succeed in their roles.

• Participate in regular check-ins, performance reviews, and provide feedback to help team members meet their individual goals. Conduct regular check-ins, performance reviews, and corrective action, offering feedback and development opportunities to support employee retention, performance, and engagement.

• Work with leadership to create a positive work environment where team members feel supported and motivated.

• Report daily operational updates, performance metrics, and any major issues to the Client Care & Contact Center Manager.

• Serve as the communication link between the Client Care Specialists and management, relaying feedback, updates, and company goals to the team.

• Maintain clear and accurate records of escalations and resolutions to assist in tracking team performance, quality assurance, and client satisfaction.

Qualifications :

• 3+ years of experience in a customer service or contact center environment, with a minimum of 1 year in a supervisory or team lead role within the insurance industry.

• Proven experience working within an agency channel with primary focus on annuity products including in-depth knowledge of contract terms, payment structures, and applicable regulations.

• Highly skilled in handling customer escalations and resolving service issues effectively while building relationships with clients and agents.

• Knowledge of annuity and insurance regulations, compliance requirements, and operational best practices.

• Proactive advocate for technology adoption, leveraging expertise to influence others and drive the effective use of digital tools across teams.

• Exceptional team-building skills, with the ability to inspire and motivate others and passion for coaching and developing high-performing teams.

• Deep understanding of contact center metrics, tools, and technologies (e.g., CRM, CCaaS, VoIP, etc.).

• Exceptional problem-solving abilities and the ability to manage multiple priorities in a fast-paced setting.

• Strong communication and interpersonal skills, with the ability to build relationships across departments.

• A client-center mentality with the ability to empathize with clients and agents and foster a service-oriented culture.

• Data-driven mindset with experience in tracking and reporting key performance metrics.

• Bachelor’s degree in business administration, communications, or related field preferred.

Pay and Benefits

The pay range for this position is $90000.00 - $110000.00

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.