Call Center Manager

In this role, you will be responsible for overseeing day-to-day operations, driving performance, and ensuring outstanding customer service. This is a great opportunity for a motivated leader who thrives in a fast-paced environment and is passionate about people, process, and results.

• Help train, motivate, and provide inside sales support for a team of thirty or more sales representatives in a growth-oriented, fast-paced, and team-oriented environment.
• Provides leadership, progressive coaching, and counseling for all associates in sales concepts, principles, and practices.
• Prepare call center sales agents to respond to customer questions and concerns and troubleshoot issues with services or products.
• Ensuring agents understand and comply with all call center sales objectives, performance standards, and policies.
• Answering agent questions regarding best practices or challenging calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center sales goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction and transaction sales.
• Lead a team of thirty-plus sales representatives to achieve sales targets (daily, weekly, and monthly
• Maintaining a proven track record of personally delivering outstanding sales results
• Listen to calls to verify sales, ensure compliance, and script adherence.
• Provide feedback for improvement and identify improper communication that needs to be corrected
• Work with Team Leads to assist in coaching agents and developing future leaders
• Flag calls that can be used for training and coaching purposes.

• Call Center Supervisory experience required (minimum 6 months)
• Experience in insurance required
• Proficiency with computer use, ability to quickly learn new software applications, and manage phone systems
• Experience in managing call center KPI’s and workforce management
• Exceptional verbal and written communication skills.
• Ability to develop a strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to remain calm and courteous under pressure and navigate tense situations.