Supv, Capability Center Operations

Loss Draft Customer Care Supervisor - responsible for planning, organizing, leading, controlling, coordinating daily activities of non-exempt associates supporting hazard outsourcing operations, ensuring high-quality service and strong team performance.

Key Responsibilities

• Customer Care & Operations: Oversee inbound and outbound customer interactions, including calls, correspondence, workflows, and escalations; ensure timely and effective resolution of customer issues and maintain service levels.
• Team Leadership: Coach and guide associates to improve performance and engagement; promote team development and align resources to operational needs.
• Performance Management: Monitor KPIs related to productivity and quality; analyze performance, identify root causes, and implement corrective actions.
• Planning & Control: Support short- and long-term planning for the team; ensure controls are in place to manage risk, performance, a...