Team Lead - Call Center Sales

The position is responsible for overseeing teams of employees and motivating them to complete their job duties effectively. Their duties include training new employees and providing Team Members with daily objectives, developing and implementing reward systems to motivate employee productivity and communicating with upper management to determine the best methods for meeting business goals.

Essential Job Functions

• Supports Manager of call center and responsible for day-to-day operational functions
• Assists team members in the Call Center operations by answering their questions in a timely manner
• Provides call resolution on escalated calls, seeking advance from other members of leadership if needed
• Resolves customer issues and demonstrates confidence in doing so on the phone or while assisting team members
• Conducts side by side evaluations and/or coaching for each team member monthly
• Coaches and demonstrates best practices for answering phones while using GUEST process
• Manages workforce by monitoring length of phone calls, personal time, faxing, extended breaks and lunches, etc.
• Ensures new hires have appropriate training and resources to perform their daily duties
• Also involved in answering customer calls related to policy questions and changes as well as policy sales.
• Good telephone manner to enhance relationships with customers
• Maintains a positive attitude while providing excellent service Assists in taking calls as necessary to ensure service levels
• Achieves three or higher on performance evaluations
• Availability to work early mornings, evenings and weekend Other duties as assigned

Desired Qualifications

• Requires a high school diploma or academic equivalent
• Must be employed with First Acceptance Insurance for 150+ days
• Must not be on a corrective action plan or performance improvement plan

Relevant experience preferred

• Must be able to obtain and maintain – at minimum and within 30 days of employment – your residential and non-residential Property and Casualty Insurance license and remain eligible for and insurance license in all states
• First Acceptance insurance writes business the duration of your employment with First Acceptance Insurance Possesses a general understanding of state specific liability laws and procedures
• Excellent interpersonal, verbal, written, and listening communication skills
• Basic reading, writing, and mathematic skills
• Ability to multitask, be adaptive to change, and remain flexible to shift between assignments
• Possesses strong customer service skills and behaviors
• Proficient in Microsoft Suite (i.e. Word, Excel, PowerPoint, etc.)
• Computer literate with the ability to learn software applications
• Commitment to First Acceptance’s company values Able to lift 0-10 pounds without assistance

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to do manual tasks which may include the use of hands to finger and handle controls.

Tasks may also require the ability to talk or hear. The team member will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

This job description in no way states or implies that these are the only duties to be performed by the team member(s) incumbent in this position. Team member(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.