Guide Exceptional Customer Care in Digital Insurance

Excellent insurance service starts with a team that feels supported and knows how to improve. As a Customer Service Supervisor , you will coach representatives, use performance insights to refine service, and help customers receive thoughtful support. Your leadership will contribute to better outcomes for a U.S. insurance business while building a long-term integral career with Emapta among top 1% talent.

Snapshot

- Employment Type: Indefinite-term type contract
- Work Setup: Onsite, Connecta 26, Colombia
- Shift: Day Shift, 10:00 AM-7:00 PM EST, Weekends Off

Benefits

- 5 days work week
- Weekends off
- 20 vacation days in total
- Prepaid medicine
- Fully-customized Emapta laptop and peripherals
- Direct exposure to our clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations - Bogotá and Medellin
- Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)

Qualifications

Experience

- At least 3 years of customer service management experience in a contact center, including management of 10 or more direct reports in a BPO serving U.S. customers

Skills
- Fluency in English
- Strong customer service orientation and commitment to positive customer outcomes
- Excellent customer service and client communication skills
- Proven ability to develop and motivate team members
- Strong organizational skills
- Ability to interpret call center reports, analytics dashboards, and other data to identify performance trends
- Strong attention to detail and ability to manage multiple priorities
- Ability to identify personnel and process improvements, develop action plans, and implement them

Responsibilities

Team Leadership and Development

- Mentor customer service representatives (CSRs) in their professional and personal development.
- Lead team meetings and facilitate development exercises.




- Conduct coaching and customer service advocacy sessions to strengthen professional skills.
- Facilitate weekly call reviews and monthly one-on-one sessions with each team member.

Performance Management and Accountability
- Help CSRs meet departmental performance targets through shadowing, active call monitoring, and coaching.
- Investigate performance gaps and identify opportunities for improvement.

Operational Excellence
- Collaborate with the client's customer service leadership team to refine processes and implement new initiatives.
- Monitor work queues and schedules daily and in real time to optimize capacity and improve customer outcomes.

Hiring
- Interview CSR candidates for the assigned location.

About the Client Our client has redefined how people find insurance by combining a seamless digital marketplace with advice from licensed professionals. Its approach has earned industry recognition for product innovation and a workplace culture where people thrive.

Through partnerships across major consumer industries, the company has expanded access to coverage while preserving the personal support customers value. With a reputation for transparency, service excellence, and customer satisfaction, our client continues to make protecting homes, vehicles, and everyday life simpler and more reassuring.

Join the Top 1% Talent. A Better Career. A Better Life.

Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth.

With over 1,200 clients worldwide and a team of more than 12,000 talented professionals , Emapta continues to set new standards in the industry.

Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported.

EmaptaEra

📌 Customer Service Supervisor (Bogotá)
🏢 Emapta Global
📍 Bogotá