FBS Call Center Supervisor

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

The supervisor will be helping and enabling that team toward success in a sales-oriented, metrics-driven environment. Supervises assigned team members to maximize lead qualification quality and pre-sales support effectiveness for Farmers' Direct Business sales pipeline. Focuses on inbound campaign execution, transfer rate, and contact rate performance alongside compliance and risk guidelines. Leads assigned team members to maximize team performance and sales support results. Effectively communicate company strategies related to Direct Business goals and philosophies to team members and monitors team's understanding. Maintains compliance and quality integrity by reviewing and analyzing individual team member performance. Inspires, develops and mentors assigned team members, and employees in other units as requested.

Job Functions

• Monitors all aspects of team performance, including but not limited to, lead qualification quality, transfer rate, contact rate, efficiency, and compliance with established company and telemarketing regulatory guidelines, including TCPA requirements.
• Creates and implements plans to constantly improve team performance and develop individual team member skill sets in outbound sales support techniques.
• Accountable for ensuring team members meet individual and team performance goals tied to Direct Business sales pipeline objectives.
• Responsible for regularly communicating individual performance to each team member and providing team performance information to the assigned Director.
• Interacts with and responds to customer and lead inquiries as requested.
• Partners with other leaders (within and across sites) to develop, pilot and execute improvements to lead qualification and outbound campaign processes (example, process, quality, defect reduction, lead special projects).
• Maintains thorough, up-to-date, working knowledge of established procedures, dialer and CRM tools, contractual provisions, and telemarketing regulatory requirements.
• Continues to build personal skill set by participating in in-house or outside sales / industry-related courses / seminars as deemed necessary to expand product / system / process knowledge.
• Understands, supports, and advocates organization's overall Direct Business strategy.
• Models, promotes and advocates Farmers core values.
• Performs other duties as assigned.

Requirements

• High School Diploma or equivalent required. Bachelor's degree preferred.
• Recent leadership experience required
• Experience in contact center operations
• Sales / results orientation
• Bilingual proficiency in English and Spanish
• People management
• Communication
• Coaching

Preferred:

• Experience in a senior service support or sales support role
• Experience in outbound calling
• Experience in insurance or related field preferred

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonus

2. Comprehensive benefits package: Grocery vouchers, restaurant vouchers, SGMM, etc.

3. Dynamic and inclusive work culture within a globally renowned group

4. Private Health Insurance

5. Paid Time Off

6. Training & Development

Note: Benefits differ based on employee level.