FBS Business Insurance Agents Service Supervisor (Call Center)

Lead and coach a distributed execution support team that provides operational and administrative assistance to Business Insurance agents and internal partners. Manage performance against service and productivity metrics, develop scripts and standardized workflows, oversee scheduling, lead distribution, CRM hygiene, and scripted outreach, and ensure quality assurance while maintaining clear boundaries between execution support and licensed activities. Collaborate with licensed specialists for seamless handoffs, monitor and improve handoffs across workflows, and support recruitment, onboarding, and ramp-up in a multi-time-zone, remote/office-based environment.