Note: The job is a remote job and is open to candidates in USA. Pets Best Insurance Services, LLC is a subsidiary of Independence Pet Holdings, focusing on providing pet insurance and wellness plans. They are seeking a Supervisor for their Customer Service team to lead a remote group of Insurance Professionals, ensuring exceptional service delivery and team performance while fostering a culture of engagement and continuous improvement.
Responsibilities
- Coach, Develop & Manage Performance: Mentor a team of 15–18 Insurance Professionals, providing feedback, coaching, and accountability. Monitor KPIs and address gaps proactively while recognizing strong performance
- Operational Oversight & Escalation Management: Oversee schedules, workload distribution, and real-time performance. Serve as the point of contact for escalations, ensuring rapid resolution and reinforcement of best practices
- Strategic Planning & Process Improvement: Partner with leadership, Workforce Management, and Training to plan staffing, scheduling, and development strategies. Identify opportunities to enhance efficiency, service, and team experience
- Culture & Engagement: Foster an inclusive, supportive, and motivating environment. Lead team meetings and facilitate effective virtual communication
- Collaboration: Work closely with HR, Talent Acquisition, and cross-functional leaders on recruiting, onboarding, retention, and performance management
- Other Duties: Support department initiatives, special projects, and change management activities as assigned
Skills
- Bachelor's degree, or High School Diploma/GED
- 2+ years of progressive Contact Center experience
- Proven experience supervising or leading others with ability to coach, develop, and hold others accountable
- Strong sense of urgency; thrives in fast-paced, results-oriented, high-volume environments
- Demonstrated ability to analyze data, make decisions, and proactively manage team performance
- Strong problem-solving, organizational, and time management skills; adaptable to changing priorities
- Ability to obtain a Property & Casualty insurance license within 90 days
- Flexibility to work all hours of operation when needed
- Proficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE)
- 2+ years of supervisory experience in a high-volume contact center or service related environment
- P&C license and/or prior Pet Insurance experience
- Experience leading teams of 15+ associates while fostering an inclusive, engaging team culture
- Proven track record of influencing across levels and contributing to department-wide improvements
Benefits
- Healthcare
- Parental leave
- Opportunities for career advancements
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Company Overview
Pets Best provides peace of mind and financial relief for owners of pets who need veterinary care. We are always accessible to our policyholders. It was founded in 2005, and is headquartered in Scottsdale, AZ, US, with a workforce of 201-500 employees. Its website is http://www.petsbest.com.