AmTrust Financial Services, Inc.

Call Center Supervisor - Insurance

Requisition ID
Customer Service
Position Type
Regular Full-Time


AmTrust North America is seeking a Call Center Supervisor who is responsible for providing team and overall call center support to all call center personnel.  This individual will partner with quality assurance and various business units within the organization to ensure CSR performance and overall operations processes are documented and functioning to provide quality customer service at all levels. This position represents and ensures our processes, knowledge, behaviors and service excellence meet our overall service goals.


  • Directs and coaches to high quality standards on a team and individual level
  • Able to provide real time operational coaching as questions arise. This individual must be a subject matter expert when question on process and procedures arise.
  • Participates in new hire interviews and the on-boarding process as needed
  • Conduct performance reviews; initiates and maintains rewards and corrective actions as needed.
  • Performs and support the work of an agent during peak or low staffing periods as needed
  • Partners with training and quality assurance to identify performance, system and process issues to ensure overall improvement & success.
  • Provide daily, weekly and monthly coaching to ensure all goals and standards are met
  • Able to provide effective quality assurance review and standards at an individual and team level
  • Able to track performance and provide exceptional coaching feedback to improve performance
  • Oversees team and individual adherence to schedule
  • Represent Operations and other aspects of the business as needed



  • BS/BA in Business management/administration or relevant field with proven experience
  • Experience or knowledge of Workers Compensation insurance industry a plus
  • Proficient in MS Office and e-learning software
  • Able to work independently but also work with and drive team initiatives
  • Excellent communication and presentation skills. Able to speak to large groups and skilled in public speaking
  • Willingness to keep abreast of new techniques in corporate and adult training



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