Call Center Manager (2-20 Insurance Licensed

Del Toro Insurance is an insurance franchisor focused on developing and empowering entrepreneurs within the industry. With operations in Florida and Texas, we provide a strong support ecosystem—including training, onboarding, IT, HR, and accounting to drive the success and growth of our employees and franchisees.

Through strategic partnerships with leading insurance carriers, we offer a structured and scalable platform that fosters long-term professional development and a sustainable career path.

The ideal candidate is a bilingual insurance professional with strong leadership skills, a proven track record in call center management, and an active Florida 2-20 License.

• Lead, coach, and develop the Call Center team to achieve and exceed sales and performance goals.
• Oversee the daily operations of the Call Center, ensuring productivity, quality, and service excellence.
• Monitor KPIs, sales conversion, productivity, and customer satisfaction metrics, implementing action plans as needed.
• Recruit, train, mentor, and evaluate supervisors and sales agents.
• Develop and implement strategies to increase sales performance and operational efficiency.
• Ensure compliance with all company policies, carrier guidelines, and regulatory requirements.
• Manage staffing levels, scheduling, and workforce planning to support business needs.
• Analyze reports and performance data to identify trends and opportunities for improvement.
• Collaborate with executive leadership and other departments to support company initiatives and business growth.
• Handle escalated customer concerns and provide effective resolution when necessary.
• Foster a positive, high-performance culture focused on accountability, teamwork, and continuous improvement.

• Minimum 1 year of management experience in a call center environment.
• Proven leadership experience managing sales teams and driving performance.
• Strong knowledge of call center operations, KPIs, coaching, and workforce management.
• Excellent communication, leadership, organizational, and problem-solving skills.
• Demonstrated ability to motivate teams and consistently achieve business objectives.
• Proficient with CRM systems and Microsoft Office applications.

Join Del Toro Insurance and become part of a growing organization where your leadership will directly impact the success of our team and the continued growth of our business.