Call Center Operations Supervisor-Sales
2 weeks ago
Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?
Apply if you have/are:
- 3 years of people management and strategic experience, ideally within a contact center environment, coaching and professionally developing direct reports and teams
- The ability to hire and train contact center advisors in the company’s customer service policies, procedures, and best practices.
- Experience developing engaging, collaborative, performance-oriented action plans; handling of disciplinary action in accordance with company policy
- 3 years of experience with a proven track record of success in customer service and/or relational sales arena
- Highly collaborative, analytical, and customer experience focusedStrong presentation, written, and verbal communication skills
- Ability to build trusting and professional relationships with colleaguesFluency in contact center speak and the vital KPIs required to provide exceptional service
- Proficient computer skills with the ability to learn new software
- Bachelor's degree preferred
- Property and Casualty Insurance License or the ability to attain one
- Supervise, monitor, and report on staff performance, including the establishment of performance expectations, providing feedback, coaching, professional development, and change management to contact center advisors and team leads
- Review and report on key performance objectives
- Identify recursive training needs for advisors and track training performance
- Ensure advisors are informed about changes to company products and services
- Ensure we are continuously improving regarding ease of doing business as well as delivering our intended customer experience
- Assist in the development of service and sales strategies, as well as the execution of short-term tactical plans
- Report team results, opportunities, and team needs to leadership
- Demonstrate the values of U.S. LawShield
- Perform other related duties as assigned
- Employer contributed medical insurance w/additional options available
- Optional dental, vision, and life insurance
- Paid time off
- 401(k)
- License to Carry (LTC) training provided
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