Note: The job is a remote job and is open to candidates in USA. Acceptance Insurance is a company focused on providing property and casualty insurance solutions. The Call Center Sales Supervisor is responsible for training and motivating customer service agents, ensuring they meet performance standards while providing excellent service to clients.
Responsibilities
- Supervises, motivates, and coaches the team towards meeting performance standards for customer service calls, efficiency, and quality
- Develops leadership within the team by coaching and optimizing the effectiveness of team leads
- Works with supervisors, team leaders, and third parties to gather information and resolves issues
- Coaches, motivates, and retains staff, coordinates rewards and incentive ideas Assists in managing staffing requirements
- Assists in establishing and maintaining schedules to meet the demands for in-bound/out-bound calls Reviews performance of staff; identifies training needs
- Manages the daily function of Customer Service Call Center team
- Ensures that the call center maximize each sale through the Quote to Win process
- Establishes and maintains schedules to meet the demands for in-bound/out-bound calls
- Monitors calls to improve quality, minimize errors, and improve performance Plans for and manages change
- Other duties as assigned
Skills
- Requires a high school diploma or general equivalency degree (GED)
- Must be able to obtain and maintain – at minimum- 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
- Requires a minimum of 2 years of experience in call center management, preferably in insurance-related industry or any equivalent combination of education and experience
- Requires a minimum of 1-2 years of experience in a Leadership Role
- Requires a minimum of 1-2 years of experience as Customer Service Representative
- Comprehensive knowledge of the call center industry and subordinate positions are required
- Specialized knowledge of inbound/outbound call center functions is required
- Relevant work experience is required
- Excellent interpersonal-management, presentation and communication skills are required including listening, verbal and written
- An exceptional knowledge of customer service best practices, call handling techniques, company policy and management techniques; strong customer focus
- Strong organizational skills and ability to prioritize projects
- Good telephone manner to enhance relationships with customers
- Multi-tasking skills required
- Ability to work early mornings, evenings and weekends
- Computer competence in Microsoft (Office, Excel, Word, etc.); working knowledge of computers, internet, intranet, etc
- Strong written and verbal communication skills; the ability to independently make accurate coaching decisions and analyze results
- Commitment to First Acceptance's company values
- Able to lift 0-10 pounds without assistance
Company Overview