Call Center – Sales Supervisor

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Toyota Insurance is a brand name of Toyota Insurance Management Solutions USA, LLC (TIMS). We are an independent agency specializing in property and casualty insurance for Toyota vehicle owners. We offer insurance through our trusted carrier partners to provide coverage for your Toyota vehicle, home and other assets. Our mission is to improve the Toyota ownership experience by improving the insurance experience.

Our Contact Center Sales Supervisor will primarily be responsible for leading an assigned Sales Team to achieve/exceed department new business sales and existing business retention targets. You will lead your team to success by mentoring, coaching, and motivating your direct reports in achievement of high-performance in all department KPIs.

• Full understanding of the organization’s business strategy, product offerings, services, procedures, and guidelines to ensure proper mentoring of staff- be recognized as the Subject Matter Expert.
• Drive their respective team in achievement of all sales, service, retention, business quality targets (Department KPIs) including driving agent achievement of individual targets.
• Answer questions from staff and provide guidance/feedback to achieve optimum results/customer experience.
• Mentor, and coach sales agents to maximize productivity and production; “Write the policy Right”, ensure agents are offering appropriate coverage for the represented risk and writing the policy in full Compliance of organization processes.
• Full engagement of assigned team/department to help in employee retention; understand needs of every employee and provide necessary support/training/guidance to maximize their potential, celebrate employees’ success and properly manage all employee inadequacies.
• Ensure agents understand and comply with contact center objectives, performance standards, and policies.
• Understand agent sales techniques and quality of the business they are writing through Call Monitoring; achieve established department call recording observation targets to help lower performing agents improve production and/or quickly identify potential issues.
• Monitor key metrics and identifying process improvements.
• Keep up with industry trends and ensure department compliance.
• Provide weekend support, once a month, to both Contact Center and Point of Sales team member (Manager on Duty rotation).
• Prepare and manage Contact Center Staffing Schedules, breaks, and ensuring proper coverage.
• Identify Agent training needs/opportunities and work with Learning Architect to design relevant training content and curriculum.
• Facilitate team meetings and present team scorecard to upper management.

• P&C Insurance experience required – 5 years minimum in sales agent role; 2 years minimum in a call center environment.
• TIMS Insurance sales experience: 1 year minimum; 2 years preferred.
• Bilingual (Spanish/English) or multilingual (Plus).
• Prior leadership role experience preferred; mentorship or lead capacity roles included.
• Must hold an active insurance license in home state and some non-residential licenses across the nation.

• Strong interpersonal skills (verbal and written) with the ability to interact with customers and provide constructive feedback and effective performance conversations with team members.
• High-level organizational skills that reflect the ability to perform and prioritize multiple tasks.
• Must work well in a fast-paced team environment.
• Excellent customer service and verbal/written communication skills.
• Strong phone and verbal communication skills along with active listening.
• Customer focus and adaptability to different personality types.
• Data analysis to identify trends, patterns, and areas for improvement.
• Proficiency with call center software and reporting tools.
• Ability to multi-task, set priorities and manage time effectively.
• Confident problem solver with strong conflict resolution abilities.

• Customer focus
• Leadership
• Detail-oriented
• Problem Solving
• Analytical Thinking

Total of direct reports: 8-15 sales…