Hybrid Contact Center Supervisor

at Securian Financial

• Job title: Contact Center Supervisor
• Job type: Full Time
• Experience level: Junior
• Salary: $70,000 - $135,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, United States

About the role

• Contact Center Supervisor leading a diverse team at Securian Financial supporting customer service and claims operations. Overseeing performance and fostering a culture of quality and continuous improvement.

Responsibilities

• Supervise contact center associates handling inbound calls and other interactions for customers and claimants of Securian’s life insurance products.
• Monitor individual and team performance to ensure service levels and customer satisfaction standards are consistently met.
• Plan, staff, direct work, and manage performance through timely and consistent feedback, using Key Performance Indicators across service areas.
• Forecast daily activity and coordinate with the Workforce Analyst to ensure appropriate staffing levels and real-time adjustments to meet service goals.
• Review quality monitoring results and conduct coaching to improve efficiency and ensure accurate, compliant, and customer-focused responses across all product lines.
• Provide fair, constructive, and timely feedback to support performance expectations and professional development.
• Foster a culture of quality, excellence, and continuous improvement, emphasizing customer focus, trust, respect, and collaboration.
• Stay current on contact center technologies and best practices; recommend and implement new tools and procedures as needed.
• Evaluate workflows and procedures regularly to identify opportunities for improvement and lead implementation efforts.
• Collaborate cross-functionally on projects and initiatives, gaining exposure to other departments and business lines.
• Lead change through clear, timely communication and encourage innovative thinking and problem-solving.

Requirements

• Experience in a customer service and/or contact center environment.
• Leadership experience in a call center environment.
• Experience with claims, particularly in financial services or insurance.
• Demonstrated leadership skills with sound judgment, problem-solving, and decision-making abilities to resolve complex customer issues and drive continuous improvement.
• Ability to understand a wide range of contact center products and services, service level goals, performance guarantees, and their financial impact.
• Strong customer service orientation and ability to inspire the same in others.
• Excellent communication and interpersonal skills to manage and train staff, serve clients, and explain complex plan details and compliance requirements.
• Change management and motivational skills to lead in a fast-paced, multi-product environment.
• Analytical skills to collaborate with internal partners and meet evolving customer needs.

Benefits

• Paid time off: We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Securian provides nine company paid holidays.
• Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.
• Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.
• Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.
• Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including: Mental Wellness and Disability Pride at Securian Financial, Securian Young Professionals Network, Securian Multicultural Network, Securian Women and Allies Network, Servicemember Associate Resource Group.