Call Center Supervisor Hybrid

SUMMARY

Call Center Supervisors lead, coach and develop teams of licensed agents, providing support within the call center. They assist in hiring and training employees, monitoring and driving sales/compliance performance, and resolving operational issues. Call Center Supervisors are knowledgeable and supportive of the company policies and are adept in helping others cultivate their knowledge and abilities to increase the call center's overall performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Managing a team of Inside Sales call center representatives by managing their activities to achieve call center targets and goals.
• Promoting sales culture that encourages and ensures staff and customer satisfaction.
• Manage and report performance targets and sales metrics for team and provide business updates to leadership as requested.
• Provides ongoing feedback and completes monthly coaching sessions to drive individual agents to hit sales goals.
• Increase sales and average order size by coaching staff on cross-selling, up-selling and add-on sales.
• Identifies and acts to address performance gaps and reward contributions.
• Prepares future leaders for success through development.
• Ensures team and call center performance goals are met while sustaining quality.
• Collaborating with team to support the implementation and execution of various programs for the improvement of call center processes and to drive business outcomes, including identifying operational issues and suggesting possible improvements
• Writing and conducting performance evaluations, making employment decisions, and setting up performance goals and targets for assigned team that both allows and challenges them to meet and exceed sales goals.
• Utilize metrics, individual team member's performance goals, and industry best practices to create an appropriate development plan for each team member.
• Partner with supervisor team members and senior leadership to create sales incentives that will drive and support sales performance.
• Identify trends in customer satisfaction or dissatisfaction and provide recommendations to leadership team.
• Handle member escalations professionally and courteously as needed/requested by agents.
• Meet department attendance requirements, including being prompt and available during scheduled shift.
• Perform similar job-related duties and projects as assigned.
• Ability to meet multiple deadlines in a fast-paced environment.

REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum 1-year proven leadership experience in a call center, agency, brokerage, field sales environment, or similar supervisory position - Required.
• Experience in Under 65 - Health, Dental, Vision and other Ancillary sales - Strongly preferred.
• Ability to work in fast-paced environment and prioritize duties appropriately.
• Exceptional interpersonal skills and communication skills (face to face and through the written word)
• Proficient in MS Word, Excel, Email, and Instant Message programs.
• Results oriented, motivated individual with a focus on achieving sales success.
• Excellent leadership, time management, and organizational skills
• Excellent customer service and sales skills.
• Approachable and visible, and provides clear, consistent, timely, respectful communications.
• Ability to work with limited supervision following procedural guidelines.
• Ability to coach, develop and inspire others to achieve higher levels of success.
• Understanding of appropriate business etiquette and demeanor consistent with professional behavior and business communications.
• Ability to work in and be supportive of a team environment while managing personal goals.
• Holds self and others accountable and pursues excellence.
• Knowledge of performance evaluations procedures.

SUPERVISORY RESPONSIBILITIES

• Hire, onboard, train, and prepare Sales Agents to handle sales calls by adhering our sales process and compliance standards.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Monitoring and evaluating agent phone calls, data entry, and job performance, and providing feedback to help agents improve.
• Analyzing agent/team statistics and developing action plans to clarify resources required to reach the goals and change future outcomes.
• Meet regularly with agents to maintain a high level of communication and an understanding of their duties and responsibilities.
• Maintain time keeping system, including edits and submissions of time sheets and approving time off requests.
• Organizing workflow and ensuring agents understand their duties and responsibilities.
• Must be capable of managing staff in-person and remotely.

CERTIFICATES, LICENSES, REGISTRATION

• Life and Health Insurance license - Required upon hire; to be retained throughout employment.
• FFM Certification - Ability to obtain once hired and renewed annually as required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Small Motor Skills: Picking, pinching, typing or otherwise working primarily with fingers rather than with whole hand or arm, as in handling.
• Speaking: Expressing or exchanging ideas by means of spoken word. Those activities in which require detailed or important spoken instructions must be conveyed to other workers accurately and quickly.
• Hearing: Ability to receive detailed information through oral communication with or without correction.
• Repetitive Motion: Substantial movement (motions) of the wrist, hands and fingers.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal office environment with controlled temperature.

ADDITIONAL REQUIREMENTS

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among co-workers.