Call Center Supervisor Remote at Ensurem (Tampa Bay, FL)

| Tampa Bay, FL
Sorry, this job was removed at 2:36 a.m. (CST) on Monday, April 25, 2022
Find out who's hiring in Tampa Bay, FL.
See all Operations jobs in Tampa Bay, FL
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

JOB SUMMARY:

The Contact Center Supervisor will directly supervise the day-to-day functions of typically 13-15 Contact Center licensed Sales Agents. The Supervisor contributes to the success of the Customer Contact Center by assisting the Contact Center Sales Manager through the on-going coaching of Contact Center Agents that assist customers with benefit planning.

DUTIES AND RESPONSIBILITIES

  • Guide and coach a team of Contact Center Agents
  • Primary focus should be on developing and enhancing phone skills, written communication skills, maximizing the customer experience, and converting opportunities into policies and add-on packages.
  • Actively engage with Contact Center Agents
  • Deliver coaching to Contact Center Agents with a strong focus on the effortless customer experience
  • Own the development of Agents to become competent in all levels of the Competency Program
  • Conduct weekly meetings with Agents to discuss performance, while providing feedback regarding key performance indicators
  • Hold Agents accountable for performance standards
  • Administration of performance improvement plans, corrective actions, and formal performance reviews
  • Communicate information regarding new policies and promotions and ensure Agents fully understand and are competent in the processes
  • Provide encouragement, support, and positive reinforcement to all Agents
  • Lead by example while embracing and promoting the Ensurem culture
  • Complete counseling and coaching on Compliance QAs.
  • Ability to interface with all levels of our organization from Contact Center Agents to corporate visitors
  • Proactively offer solutions and suggestions for process and product improvement to leadership
  • Assist with contact center customer interactions based on business needs and as volume requires
  • Complete daily tasks as assigned by the Contact Center Sales Manager

SKILLS / KNOWLEDGE / ABILITIES

  • Strong leadership, analytical, tactical, problem solving, and decision-making skills
  • Must understand and adapt to Servant/Leader culture
  • Excellent written and verbal communication skills
  • Complete understanding and experience with outbound/inbound campaign lead strategies and management
  • Must be available and willing to work extended hours as needed
  • Detailed familiarity with call center software, preferably Five-9 and Salesforce
  • Detailed knowledge of senior insurance products, especially Medicare Advantage and Medicare Supplement products and regulation

EDUCATION AND EXPERIENCE

  • College degree or equivalent experience
  • 5+ years of related Health Care experience
  • Minimum of 2 Years in a management role

CERTIFICATIONS AND LICENSES

  • 2-15 License required

KEY PERFORMANCE IDICATORS

  • Sales Conversion Rate
  • Occupancy
  • Persistency
  • Available Time
  • Quality Scoring
  • Compliance Scoring
More Information on Ensurem
Ensurem operates in the Insurance industry. The company is located in Largo, FL. Ensurem was founded in 2016. It has 120 total employees. To see all 1 open jobs at Ensurem, click here.
Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Similar Jobs

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Ensurem's full profileFind similar jobs