Voicework Supervisor

Job description

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. It’s how we’ve become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more. Job Description The Voicework Supervisor is responsible for leading the day-to-day operations of a team of approximately 14–16 team members, driving KPIs, and providing coaching and guidance to help employees achieve company goals. This role manages multiple operational priorities, including attendance, adherence, productivity, call reviews, and workflow management, while supporting employee development through regular feedback, performance discussions, and training. Application Deadline: July 24th, 2026 *Resume must be updated with current experience, and must be submitted in English* Schedule: Saturday through Wednesday | 7:30 AM – 5:00 PM (Off Thursday and Friday) Key Responsibilities: Manage team performance and implement action plans that help employees achieve and exceed business goals. Conduct performance reviews, evaluate employee potential, and provide recommendations related to promotions, merit increases, and other talent decisions. Establish and maintain production standards and measurement methods by helping employees interpret and apply policies, procedures, and operational expectations. Effectively provide coaching, guidance, and feedback through call reviews, expectation setting, talk paths, and performance discussions. Monitor and drive KPIs, including attendance, adherence, productivity, quality, and overall team performance. Develop strategies and objectives directed toward achieving team goals, improving operational results, resolving customer escalations, and delivering an exceptional customer experience. Direct workflow and daily operations while managing demand, capacity, and workload distribution across the team. Establish and communicate performance standards, work procedures, department expectations, and company messaging. Identify and address training opportunities related to processes, procedures, business rules, and customer service best practices. Conduct regular one-on-one meetings, performance conversations, and coaching sessions to support employee growth and development. Manage and lead frontline employees by creating a highly motivated and rewarding work environment through recognition, empowerment, accountability, and continuous feedback. Partner with leadership and peers to share knowledge, best practices, and operational support. Promote an inclusive work environment while administering company and Human Resources policies and addressing employee concerns appropriately. Serve as a positive role model who builds trust, develops talent, and supports a culture of engagement and accountability. Preferred Qualifications1+ year of leadership, Team Lead, Supervisor, or people-management experience. Strong leadership skills with a demonstrated ability to develop, motivate, and coach employees. Comfortable delivering feedback and holding employees accountable for performance expectations. Strong communication, organizational, and problem-solving skills. Hands-on experience managing multiple metrics and reports, ensuring quality standards. Ability to manage multiple priorities in a fast-paced operational environment. Interest in contributing to a growing team and supporting the development of a relatively new department. Skills Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact. Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.