Hybrid Service Operations Supervisor

at Brown & Brown Insurance

• Job title: Service Operations Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Tampa, United States

About the role

• Service Operations Supervisor at Orchid Insurance providing leadership and support to Service Operations Team. Driving workflow innovation and ensuring service quality standards are met.

Responsibilities

• Resolve customer issues and inquiries promptly.
• Motivate, resolve conflict, coach, and develop teammates.
• Monitor and assign work based on the volume of phone and processing activity, to optimize staffing.
• Ensure service level standards are met for processing and phone calls.
• Provide weekly and monthly reporting of team KPI’s, metrics, and work assignments.
• Collaborate with Team Leads and other Operations leaders to optimize workflows and workload, including processing, email, chat, phone, and special assignments as needed.
• Ensure compliance with state and carrier requirements and documentation standards.
• Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations.
• Partners with other departments and agents to resolve issues and address needs.
• Support the Compliance team in reviewing documentation and transactions to verify compliance with regulations and respond to complaints or audits.
• Audit teammate transactions to ensure accuracy of customer and policy files, including phone call and processing quality.
• Create and revise Process Guides for processing tasks, phone calls, chats, emails, and any other work type performed.
• Conduct & document regular performance feedback sessions with team members.
• Coordinate new employee training and the onboarding process.

Requirements

• An accessible and responsive approach with teammates.
• High School diploma or equivalent.
• Associates degree or higher preferred.
• At least 3 plus years of service industry experience.
• Experience leading or managing others.
• Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments.
• Aptitude to learn multiple computer systems.
• Aptitude to learn a large volume of insurance underwriting concepts.
• Proficiency with Microsoft Office Package (Excel, Word, Outlook).
• Ability to work independently or in a team environment to achieve common goals.
• Knowledge of data processing capabilities and procedures.

Benefits

• Health Benefits : Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits : ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness : Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits : Paid Time Off, Holidays, Preferred Partner Discounts and more.