Call Center Supervisor Insurance Operations
DXC Technology, Nashville, TN, United States
Call Center Supervisor
DXC Technology helps global organizations run mission-critical systems while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid cloud environments. The world's leading enterprises and public sector organizations trust DXC to deliver services across the Enterprise Technology Stack, driving performance, competitiveness, and customer experience.
At DXC, we harness the power of technology to deliver essential IT services that enable our customers to modernize operations and accelerate innovation. Our services span business process outsourcing, insurance, analytics, engineering, applications, security, cloud, IT outsourcing, and modern workplace solutions.
DXC Insurance Services supports clients in transforming operations, reducing costs, and enabling new growth channels. Through our people, technology, and best practices, we streamline and automate complex middle- and back-office processes while enhancing customer experience.
Role Overview
We are seeking an experienced Call Center Supervisor to lead a team of Customer Service Representatives supporting insurance and financial services operations. This role is responsible for driving service excellence, ensuring compliance with regulatory standardsincluding FINRA requirementsand fostering a high-performance team environment.
Key Responsibilities
Supervise, coach, and develop a team of Customer Service Representatives to deliver exceptional customer support.
Ensure adherence to regulatory and compliance standards, including FINRA guidelines and internal audit requirements.
Monitor team performance through KPIs, quality assurance metrics, and call evaluations.
Develop and implement customer service strategies, policies, and procedures to improve operational efficiency and service quality.
Provide ongoing training and mentorship, including guidance on compliance, systems, and product knowledge.
Manage and resolve complex customer escalations in a timely and professional manner.
Collaborate cross-functionally to ensure a seamless and consistent customer experience.
Maintain accurate documentation of customer interactions in CRM systems and ensure data integrity.
Stay current on industry trends, regulatory updates, and product changes.
Required Qualifications
Bachelor's degree in Business Administration, Finance, or a related field (or equivalent experience).
Minimum of 35 years of experience in customer service, preferably within insurance, banking, or financial services.
Proven leadership experience with a strong track record of coaching and developing teams.
Strong understanding of financial services regulations and compliance standards.
Excellent communication, interpersonal, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced, high-volume environment.
Proficiency in Microsoft Office and CRM systems.
FINRA Requirements (Nice to have)
Active FINRA licenses, such as:
SIE (Securities Industry Essentials)
Series 6 and/or Series 7
Series 63 and/or Series 65/66
Ability to maintain and renew licenses in good standing throughout employment.
Strong knowledge of FINRA compliance, securities regulations, and client interaction standards.
Experience working in a regulated financial environment, ensuring adherence to audit and compliance controls.
Work Environment
Fully remote role within the United States.
May require flexibility to support different time zones or business needs.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.
DXC Technology helps global organizations run mission-critical systems while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid cloud environments. The world's leading enterprises and public sector organizations trust DXC to deliver services across the Enterprise Technology Stack, driving performance, competitiveness, and customer experience.
At DXC, we harness the power of technology to deliver essential IT services that enable our customers to modernize operations and accelerate innovation. Our services span business process outsourcing, insurance, analytics, engineering, applications, security, cloud, IT outsourcing, and modern workplace solutions.
DXC Insurance Services supports clients in transforming operations, reducing costs, and enabling new growth channels. Through our people, technology, and best practices, we streamline and automate complex middle- and back-office processes while enhancing customer experience.
Role Overview
We are seeking an experienced Call Center Supervisor to lead a team of Customer Service Representatives supporting insurance and financial services operations. This role is responsible for driving service excellence, ensuring compliance with regulatory standardsincluding FINRA requirementsand fostering a high-performance team environment.
Key Responsibilities
Supervise, coach, and develop a team of Customer Service Representatives to deliver exceptional customer support.
Ensure adherence to regulatory and compliance standards, including FINRA guidelines and internal audit requirements.
Monitor team performance through KPIs, quality assurance metrics, and call evaluations.
Develop and implement customer service strategies, policies, and procedures to improve operational efficiency and service quality.
Provide ongoing training and mentorship, including guidance on compliance, systems, and product knowledge.
Manage and resolve complex customer escalations in a timely and professional manner.
Collaborate cross-functionally to ensure a seamless and consistent customer experience.
Maintain accurate documentation of customer interactions in CRM systems and ensure data integrity.
Stay current on industry trends, regulatory updates, and product changes.
Required Qualifications
Bachelor's degree in Business Administration, Finance, or a related field (or equivalent experience).
Minimum of 35 years of experience in customer service, preferably within insurance, banking, or financial services.
Proven leadership experience with a strong track record of coaching and developing teams.
Strong understanding of financial services regulations and compliance standards.
Excellent communication, interpersonal, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced, high-volume environment.
Proficiency in Microsoft Office and CRM systems.
FINRA Requirements (Nice to have)
Active FINRA licenses, such as:
SIE (Securities Industry Essentials)
Series 6 and/or Series 7
Series 63 and/or Series 65/66
Ability to maintain and renew licenses in good standing throughout employment.
Strong knowledge of FINRA compliance, securities regulations, and client interaction standards.
Experience working in a regulated financial environment, ensuring adherence to audit and compliance controls.
Work Environment
Fully remote role within the United States.
May require flexibility to support different time zones or business needs.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.