Operations Supervisor - Claims

Job Summary 

The Claims Call Center Supervisor oversees the daily operations of the F&I Claims Call Center team, ensuring service levels, productivity goals, quality standards, and customer experience expectations are consistently achieved through high-performance leadership. This role is responsible for supervising frontline staff, monitoring operational performance, resolving escalated customer concerns, and maintaining compliance with company policies and client requirements. 

The Supervisor plays a critical role in delivering timely, accurate, and customer-focused claims support services while fostering a culture of accountability, operational excellence, and continuous improvement. The ideal candidate serves as a role model by combining strong leadership skills with technical Workforce Management (WFM) knowledge and a proactive, self-motivated approach to team development and operational oversight. 

Key Responsibilities 

Daily Operations & Service Oversight 

• Supervise day-to-day operations of the F&I Claims Call Center, including call handling, claims intake support, and customer service oversight. 

• Monitor real-time call activity, staffing levels, workloads, and queues to ensure service level and response time goals are achieved. 

• Identify and address operational bottlenecks, service delays, and system issues impacting customer experience or productivity. 

• Ensure accurate claim documentation and proper handling of customer interactions in accordance with company and client expectations. 

Team Supervision & Coaching 

• Lead, coach, and support frontline call center agents and team leads. 

• Provide real-time guidance during escalations, complex customer interactions, and high-volume periods. 

• Conduct performance coaching sessions, call monitoring reviews, and quality feedback discussions. 

• Assist with scheduling, attendance management, staffing coverage, and adherence monitoring. 

• Foster a positive, high-performance culture focused on accountability, teamwork, and continuous improvement. 

Customer Escalation & Issue Resolution 

• Handle escalated customer concerns related to claims, coverage questions, claim status, and service experience. 

• Ensure escalations are resolved professionally, efficiently, and in alignment with company policies and client expectations. 

• Document escalation trends and partner with leadership teams to identify process improvement opportunities. 

Workforce Management & Operational Performance 

• Support Workforce Management (WFM) initiatives including staffing optimization, adherence management, and queue monitoring. 

• Monitor key operational metrics including AHT, adherence, productivity, quality scores, service levels, and customer satisfaction. 

Quality, Compliance & Risk Control 

• Ensure operational activities comply with company policies, client requirements, and quality standards. 

• Support quality assurance initiatives, call audits, and documentation reviews. 

• Reinforce compliance expectations and operational consistency across the team. 

Reporting & Communication 

• Track and communicate daily operational metrics, trends, escalations, and staffing concerns. 

• Provide operational updates and shift reports to leadership. 

• Communicate process updates, operational priorities, and performance expectations to agents. 

Process Improvement Support 

• Identify process gaps and recommend improvements to enhance operational efficiency and customer experience. 

• Support implementation of new tools, procedures, and product changes. 

• Assist with process standardization and continuous improvement efforts. 

Qualifications 

Required: 

• High school diploma or equivalent (Bachelor’s degree preferred). 

• Previous Call Center Supervisor or Leadership experience required. 

• 2–4 years of experience in operations, call center. 

• 1+ year of supervisory or team lead experience. 

• Experience handling escalated customer interactions professionally. 

Preferred: 

• Workforce Management (WFM) experience strongly preferred, including experience with: Scheduling and staffing management, Real-time queue monitoring, Adherence management. 

• Experience with platforms such as Five9, Verint, or similar call center/WFM systems preferred. 

• Knowledge of automotive ancillary products (e.g., extended service contracts, tire & wheel, GAP, key replacement). 

Skills & Competencies 

• Strong people leadership and coaching skills 

• Ability to manage high-volume, time-sensitive service environments 

• Excellent problem-solving and escalation management abilities 

• Clear and professional communication skills 

• Attention to detail and operational discipline 

• Ability to remain calm and decisive in urgent or stressful situations 

Working Conditions 

• Fast-paced, service-driven environment 

• May require flexible scheduling, including nights, weekends, and holidays 

• High customer impact role requiring responsiveness and accountability