Internal Job TitleClaims Service Center Supervisor - Interim

The Claims Service Center Supervisor leads, develops, and supports a team of Claims Representatives responsible for Auto and Property claims intake and FNOL processing. This role is accountable for driving team performance, ensuring operational excellence, and fostering a culture of customer-centric service delivery. The Supervisor balances people leadership with operational oversight to achieve business objectives while cultivating an engaged, high-performing team.

This is an Interim Supervisor role (expected 6-month duration)

Core Responsibilities

People Leadership & Development

• Coaching & Performance Management: Provide regular, meaningful coaching through call observations, call reviews, and one-on-one sessions. Set clear performance expectations, deliver timely feedback, and manage performance through recognition and accountability.
• Talent Development: Identify individual strengths and development opportunities. Create and support growth plans that build technical expertise, consultative skills, and career readiness across the team.
• Team Engagement: Foster an inclusive, supportive team environment that promotes collaboration, psychological safety, and a sense of purpose. Drive retention through connection, recognition, and advocacy for team members.
• Onboarding: Ensure new hires receive a structured onboarding experience that accelerates time to proficiency.

Operational Excellence 

• Service Level & Quality Oversight: Monitor and manage team performance against key metrics including accuracy, care, ease and speed. Identify trends and take action to address performance gaps.
• Workflow & Capacity Management: Manage daily workload distribution, staffing coverage, and scheduling to meet service level requirements. Anticipate and respond to volume fluctuations with agility.
• Accuracy & Compliance Assurance: Ensure team adherence to documentation standards, regulatory requirements, privacy protocols, and company policies. Conduct quality audits and implement corrective actions as needed.
• Process Improvement: Identify operational inefficiencies, barriers to service, and opportunities for improvement. Champion process enhancements and support change management with the team.

Customer Experience Ownership 

• Effortless Experience Advocacy: Set the standard for customer-centric service. Model and reinforce behaviors that create seamless, empathetic, and proactive interactions for customers and agents.
• Escalation Management: Serve as a point of escalation for complex customer concerns, coverage questions, and service recovery situations. Resolve issues with urgency, sound judgment, and a focus on fair outcomes.
• Speed of Execution Culture: Drive a sense of urgency within the team to match customer expectations. Remove barriers, streamline handoffs, and ensure timely claim advancement.

Collaboration & Communication

• Cross-Functional Partnership: Collaborate with claims operations, training, quality, workforce management, and vendor partners to ensure service continuity and alignment on priorities.
• Communication & Transparency: Keep the team informed on organizational updates, performance results, and process changes. Translate strategy into clear, actionable direction for frontline staff.
• Stakeholder Reporting: Provide regular updates to leadership on team performance, emerging trends, risks, and opportunities.

Successful Candidates Will Demonstrate

Leadership & Coaching Capability

Proven ability to lead, motivate, and develop frontline employees. Skilled in delivering constructive feedback, facilitating difficult conversations, and inspiring high performance through trust and accountability.

Operational & Analytical Acumen

Strong ability to interpret performance data, identify root causes, and implement targeted solutions. Comfortable managing competing priorities and making sound decisions in a fast-paced environment.

Claims & Insurance Knowledge

Requires Experience and understanding of Auto and Property claims processes, coverage principles, and FNOL documentation standards. Ability to provide technical guidance and support to team members on complex claim scenarios.

Customer Experience Orientation

Deep commitment to delivering effortless, empathetic service. Models customer-first behaviors and holds the team accountable to experience standards.

Communication & Influence

Excellent oral and written communication skills. Ability to clearly convey expectations, deliver coaching, manage escalations, and represent the team to cross-functional partners and leadership.

Adaptability & Resilience

Ability to navigate ambiguity, manage through change, and maintain composure under pressure. Demonstrates flexibility and a solutions-oriented mindset.

Integrity & Compliance Focus

Upholds the highest standards of ethical conduct, confidentiality, and regulatory compliance. Ensures the team operates within established guidelines and quality frameworks.

Technology & Systems Proficiency

Proficiency in claims systems, workforce management tools, quality monitoring platforms, and Microsoft Office Suite. Ability to leverage data and technology to drive performance insights and operational decisions.