Customer Service Supervisor

Location: Tampa, FL — Westshore District

Build Your Career with Heritage

Are you a natural leader who enjoys developing people, solving problems, and creating an exceptional customer experience? Join Heritage, a publicly traded, national and super-regional coastal insurance carrier serving customers through a broad network of independent insurance agencies.

Our corporate headquarters are located in the heart of Tampa’s Westshore District, conveniently close to Tampa International Airport and surrounded by great restaurants, shopping, and amenities. But what truly sets Heritage apart is our people and culture. We believe in supporting our employees, investing in their professional development, and giving back to the communities where we live and work.

We offer competitive compensation and comprehensive benefits, along with opportunities to grow your career within the insurance industry. For employees interested in expanding their expertise, Heritage supports opportunities to obtain insurance licenses and pursue insurance-related career paths across the organization.

The Opportunity

The Customer Service Supervisor leads and develops an assigned team of Customer Service Representatives responsible for assisting policyholders and insurance agents through phone, online, and written communications.

In this role, you will help create an exceptional service experience while ensuring the team meets established quality, productivity, and service goals. You will serve as a coach, problem-solver, and resource for your team while partnering with other departments to resolve issues, retain business, and continuously improve our customer service operation.

This is an excellent opportunity for an experienced customer service professional and people leader who is looking to make an impact while building a long-term career in the insurance industry.

What You'll Do

• Lead and motivate the Customer Service team to achieve company service, quality, and productivity goals.
• Hire and select Customer Service Representatives and Team Leaders for authorized positions.
• Coordinate onboarding and training for new team members.
• Identify knowledge gaps and coordinate ongoing training and development for existing employees.
• Organize daily workflow and ensure team members understand their responsibilities and priorities.
• Maintain timekeeping and manage employee schedules to support department needs.
• Monitor quality and productivity metrics and recommend process improvements as needed.
• Conduct employee performance reviews and provide ongoing coaching and feedback.
• Recognize employee accomplishments and contribute to a positive, engaging, and collaborative team culture.
• Provide technical guidance, procedural direction, and support on customer service issues.
• Handle escalated customer and agent inquiries and work toward effective resolutions.
• Conduct research and collaborate with internal departments to resolve complex service requests.
• Prepare and maintain department service reports.
• Communicate effectively with policyholders, agents, and internal partners while promoting a strong team atmosphere.
• Identify and implement customer retention and conservation strategies to help preserve policyholder relationships.
• Identify opportunities to improve processes, efficiency, and the overall customer experience.

What We're Looking For

We're looking for a supervisor with hands-on experience in workforce management. The ideal candidate will be responsible for forecasting call volume, building schedules, monitoring real-time adherence, and making staffing adjustments to keep service levels on target.

Requirements:

• Experience in workforce management within a contact center or customer service environment
• Strong skills in forecasting, scheduling, and intraday management to balance staffing with customer demand
• Experience using WFM software and analyzing metrics such as service level, occupancy, and schedule adherence

• Bachelor's degree or equivalent combination of education and relevant experience.
• Previous experience in customer service, insurance, contact center operations, or a related field; supervisory or leadership experience strongly preferred.
• Ability to effectively manage multiple priorities and assignments in a fast-paced environment.
• A process-oriented mindset with a focus on productivity, continuous improvement, and exceptional service.
• Professional, positive, and enthusiastic attitude.
• Strong leadership skills with the ability to take initiative and make sound decisions.
• Excellent listening, verbal, telephone, and written communication skills.
• Ability to build strong working relationships and contribute effectively in a team environment.
• Strong computer and technology skills.
• Excellent problem-solving and decision-making abilities.
• Effective coaching, training, counseling, and employee-development skills.
• An interest in building a long-term career in the insurance industry.

Why Heritage?

At Heritage, we believe great companies are built by great people. When you join our team, you'll have the opportunity to:

• Grow Your Career: Build your expertise and pursue career opportunities across a national, publicly traded insurance organization.
• Develop Your Industry Knowledge: Explore opportunities to obtain insurance licensure and develop specialized insurance skills.
• Be Part of an Exceptional Culture: Work alongside talented, collaborative professionals who value teamwork, accountability, and doing the right thing for our customers.
• Make an Impact: Help policyholders and agency partners navigate important insurance decisions and receive outstanding service.
• Give Back: Be part of an organization that believes in supporting and giving back to the communities we serve.
• Enjoy Competitive Rewards: Receive competitive compensation and a comprehensive benefits package.
• Work in a Great Location: Our Westshore District location puts you in the heart of one of Tampa's premier business districts, conveniently close to Tampa International Airport.

Ready to Grow With Us?

If you're looking for more than just a job and want to build a career with a growing insurance organization, we'd love to hear from you.

Explore career opportunities and learn more about Heritage at:

Heritage Insurance Careers

Heritage is an Equal Opportunity Employer (EOE). We are committed to providing equal employment opportunities to all qualified individuals.