[Hiring] OUTBOUND CONTACT CENTER SUPERVISOR @Lakeview Loan Servicing

Role Description

The Outbound Contact Center Supervisor is responsible for the overall leadership, performance, and operational management of an outbound contact team. This role provides strategic direction, ensures achievement of business objectives, and drives a high-performance culture focused on quality, compliance, and sales effectiveness.

The Outbound Contact Center Supervisor serves as a key leader within the contact center, with accountability for staffing, performance management, coaching strategy, and operational execution. This role exercises independent judgment in managing team performance, resolving complex issues, and implementing process improvements aligned with organizational goals.

Responsibilities

• Team Leadership & Management
  • Directly manage, lead, and develop a team of outbound contact agents, ensuring alignment with organizational goals and performance expectations.
  • Make recommendations and decisions regarding hiring, promotion, discipline, and termination of team members.
  • Manage performance standards and hold team members accountable to key performance indicators (KPIs).
  • Conduct performance evaluations, compensation recommendations, and career development planning.
  • Foster a high-performance, accountability-driven culture within a virtual or hybrid team environment.
• Operational Management & Strategy
  • Oversee daily operations of the outbound team, ensuring efficient staffing, scheduling, and workload distribution.
  • Analyze team performance data and trends to develop and implement strategies that improve conversion rates, quality, and productivity.
  • Exercise independent judgment in adjusting call strategies, workflows, and resource allocation to meet business objectives.
  • Partner with senior leadership to align team performance with broader sales and operational goals.
• Quality & Compliance Oversight
  • Establish and oversee quality assurance frameworks, ensuring adherence to regulatory requirements and internal standards.
  • Evaluate quality trends and implement coaching strategies and process improvements to enhance customer experience and compliance.
  • Ensure consistent application of policies, procedures, and call standards across the team.
• Coaching Strategy & Talent Development
  • Develop and implement structured coaching programs based on performance trends and business needs.
  • Provide leadership guidance to ensure coaching is effective, consistent, and aligned with organizational standards.
  • Identify high-potential employees and support succession planning and talent development initiatives.
• Cross-Functional Leadership
  • Collaborate with Sales, Service, Training, and Operations leadership to ensure alignment on lead quality, performance expectations, and regulatory adherence.
  • Serve as an escalation point for complex or sensitive issues requiring managerial discretion.
  • Contribute to the development and rollout of new campaigns, scripts, and operational strategies.

Qualifications

• 3–5+ years of experience in a call center or contact center environment.
• 2+ years of leadership experience with direct people management responsibilities.
• Demonstrated experience in performance management, coaching strategy, and operational leadership.
• Strong understanding of call center metrics, sales performance drivers, and compliance requirements.
• Proven ability to exercise independent judgment and make decisions impacting team performance and operations.
• Strong analytical, communication, and leadership skills.

Requirements

• Experience managing outbound sales or insurance contact center teams (preferred).
• Experience influencing hiring, compensation, and disciplinary decisions (preferred).
• Active Personal Lines or Property & Casualty General Lines Agent License preferred.

Physical Demands and Work Environment

• The job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment.
• There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling.
• Lifting and moving objects up to 10 pounds is a regular part of the role.
• Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary.
• The employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps.
• If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks.

EEOC

Lakeview Household Insurance Solutions, LLC is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.