{"id":3903351,"url":"https://alion.io/job/accuserve-supervisor-contact-center","title":"Supervisor, Contact Center","company":{"id":3866675,"name":"Accuserve","domain":"accuserve.com","url":"https://alion.io/company/accuserve","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":50000,"currency":"USD","period":"year","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-06T23:35:34Z","employer_posted_date":"2026-11-07","last_verified_at":"2026-11-10T15:07:56Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Description\nWho Is Accuserve:\nAccuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.\nJob Summary:\nThe Supervisor, Contact Center is responsible for overseeing the intake and initial handling of property loss claims, ensuring all contact center calls and submissions are managed efficiently, with expertise, and in compliance with company and regulatory standards. This role leads a team of high-performing FNOL, Water Mitigation, and Customer Engagement representatives, focusing on service quality, accuracy, and team performance in a fast-paced, customer-first environment.\nGeneral Responsibilities:\nResponsible for monitoring calls and files to ensure adherence to company procedures and guidelines. \nCollaborate with internal departments to improve process efficiencies\nLead and manage a team of FNOL, Water Mitigation, and CE representatives responsible for handling claim intake via phone and other digital platforms.\nEnsures files are complete and accurate and in compliance with Accuserve and carrier requirements \nUnderstand FNOL, Water CSR, Exterior CE and other processes owned by the contact center\nConduct quality audits on selected FNOLs, utilize reporting to track quality audits, communicate to management audit trends and results, analyze reporting to identify anomalies and trends.\nComplete FNOLs during high call periods (should be less than 5% of your time except during CATs)\nPerform daily quality checks of the FNOL associates, including monitoring of inbound and/or outbound calls and other correspondence. \nUnderstand and analyze moves required to properly staff contact center queues and adjust when necessary (workforce management)\nProvides feedback to managers regarding areas for improvement. \nMonitor SME Chat to ensure agents have quick access to urgent customer questions\nManage the day-to-day activities of other FNOL/Water CSR representatives and assign them tasks as necessary.\nExpect a typical day to be as follows:\nPerformance Coaching - 50%\nAdministrative/SME Chat - 20%\nCoverage Monitoring - 10%\nClaim Reviews/QA - 15%\nEscalations/Call Coverage - 5%\nOther duties as assigned and as business needs change\nRequirements\nMinimum Requirements\nHigh school diploma or GED required, associate or bachelor’s degree preferred, or an equivalent combination of education, training, and work experience.\nTwo years' experience in a supervisory capacity, responsible for the day-to-day supervision of frontline contact center representatives.\nExtensive knowledge of company products, services, and business operations to resolve customer inquiries.\nIICRC Certification or ability to obtain certification within 6 months \nPrevious experience with AI, Chatbot and/or virtual agents desired\nWorking knowledge of workforce management practices and tools, such as scheduling and quality monitoring software.\nAbility to work overtime or flex schedules during high volume and CAT Events is required\nAttention to detail and a customer-driven approach, focusing on delivering the highest quality products and services to both internal and external customers.\nAbility to lead and effectively manage large teams.\nWorking knowledge of workforce management practices and tools, such as scheduling and quality monitoring software.\nDemonstrated problem-solving and decision-making abilities.\nAnalytic and root cause analysis skills for process improvement initiatives.\nEffective interpersonal skills and sensitivity when interacting with others\nWork with peers and all departments for the common goals of the organization\nReliable in meeting work commitments\nMust be flexible and adapt to most any situation\nProficiency in MS Office and other standard software applications needed to perform job duties.\nReliable high speed home broadband internet connection with minimum 25 MB download and 10 MB upload speeds and ability to connect to home internet via ethernet cord is required if working remotely\nAccuserve’s Human Centric Value Proposition:\nAccuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.\nAccuserve Values:\nCommunicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.\nSalary Description\n$45,000 - 50,000 based on experience","description_format":"text","description_chars":4869,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Facilities Management","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-07T01:42:31Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":23,"reasons":["conf:5","win:early","comp:junior"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":50000,"is_top_pay":false},"html_url":"https://alion.io/job/accuserve-supervisor-contact-center","json_url":"https://alion.io/job/accuserve-supervisor-contact-center.json","meta":{"generated_at":"2026-11-10T19:11:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10045,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3866675},"rest":"https://alion.io/mcp/rest/get_company?id=3866675"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faccuserve-supervisor-contact-center"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faccuserve-supervisor-contact-center"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faccuserve-supervisor-contact-center"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/accuserve-supervisor-contact-center\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faccuserve-supervisor-contact-center"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3903351}},{"tool":"search_jobs","arguments":{"company":"accuserve.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3903351},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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