[Hiring] Interim Claims Service Center Supervisor @Liberty Mutual

Role Description

The Interim Claims Service Center Supervisor is a 6-month assignment. This position provides day-to-day leadership for Claims Service Center representatives. This role is responsible for creating a strong claims experience by coaching and developing employees, monitoring service and operational performance, and ensuring accurate and timely first-report-of-claim handling. The supervisor balances people leadership with real-time operational needs, including staffing and call coverage, quality monitoring, complaint resolution, and adherence to established claims procedures. This is an opportunity for a strong people leader to build leadership experience while supporting a fast-paced, customer-focused operation. This position requires flexibility to work a rotating schedule that may include days, evenings, weekends, and holidays based on business needs.

Key Responsibilities

• Lead and Develop the Team
  • Provide direct supervision, coaching, and day-to-day support to Claims Service Center representatives.
  • Set clear expectations and provide ongoing feedback to help employees strengthen performance and deliver a consistent customer experience.
  • Support employee training and development and reinforce established processes, policies, and service expectations.
  • Manage individual performance through regular coaching, performance discussions, formal evaluations, and corrective action when appropriate.
  • Support hiring, onboarding, training, and development of team members.
• Drive Customer Service and Claims Quality
  • Ensure first reports of claims are handled accurately, promptly, and in accordance with established claims procedures and guidelines.
  • Monitor live and recorded calls to assess quality, accuracy, customer service, and adherence to company procedures.
  • Review case creation and other work products to identify opportunities for coaching and improvement.
  • Monitor responsiveness to customer inquiries and become involved when additional support or escalation is needed.
  • Investigate and help resolve customer concerns and complaints originating within the unit.
• Manage Daily Operations
  • Organize workflow and employee coverage to maintain appropriate customer service levels throughout the day.
  • Monitor call volume and adjust staffing and telephone coverage to meet changing business needs, particularly during peak periods.
  • Review productivity and operational results and address trends that could affect service, quality, or team performance.
  • Coordinate desk and telephone coverage to ensure continuity of service.
• Support Process and Operational Improvements
  • Help implement new and revised policies, procedures, and operational practices.
  • Monitor team adherence to process and procedural changes.
  • Partner with appropriate technology and support teams when system issues, upgrades, or operational needs arise.
  • Support basic system troubleshooting and escalate technical issues to the appropriate teams when necessary.
  • Perform additional duties and projects as assigned.

What Success Looks Like

• A successful Interim CSC Supervisor:
  • Leads with a strong focus on both employees and customers.
  • Coaches in the moment and helps employees understand how their work affects the customer experience.
  • Uses quality and operational results to identify trends and take action.
  • Remains composed and decisive in a high-volume, fast-paced environment.
  • Balances employee development with the day-to-day needs of the operation.
  • Communicates expectations clearly and holds the team accountable while providing appropriate support.
  • Builds strong partnerships across Claims and supporting teams.

Qualifications

• Bachelor's degree or equivalent training required, plus at least 2-3 years of directly related insurance experience.
• Prior claims or supervisory experience strongly preferred.
• In-depth knowledge and working interpretation of all coverages and contracts impacting department is essential.
• Must have solid working knowledge of all functions of the Customer Service Representative Claims positions as well as a strong knowledge of various operations within the Claims department.