Call Center Supervisor Hybrid

Summary: IHC Specialty Benefits, Inc. is seeking a Call Center Supervisor to lead, coach, and develop teams of licensed agents within their call center. The role involves hiring and training employees, monitoring performance, and resolving operational issues to enhance overall performance and sales effectiveness. Responsibilities: - Managing a team of Inside Sales call center representatives by managing their activities to achieve call center targets and goals - Promoting sales culture that encourages and ensures staff and customer satisfaction - Manage and report performance targets and sales metrics for team and provide business updates to leadership as requested - Provides ongoing feedback and completes monthly coaching sessions to drive individual agents to hit sales goals - Increase sales and average order size by coaching staff on cross-selling, up-selling and add-on sales - Identifies and acts to address performance gaps and reward contributions - Prepares future leaders for success through development - Ensures team and call center performance goals are met while sustaining quality - Collaborating with team to support the implementation and execution of various programs for the improvement of call center processes and to drive business outcomes, including identifying operational issues and suggesting possible improvements - Writing and conducting performance evaluations, making employment decisions, and setting up performance goals and targets for assigned team that both allows and challenges them to meet and exceed sales goals - Utilize metrics, individual team member’s performance goals, and industry best practices to create an appropriate development plan for each team member - Partner with supervisor team members and senior leadership to create sales incentives that will drive and support sales performance - Identify trends in customer satisfaction or dissatisfaction and provide recommendations to leadership team - Handle member escalations professionally and courteously as needed/requested by agents - Meet department attendance requirements, including being prompt and available during scheduled shift - Perform similar job-related duties and projects as assigned - Ability to meet multiple deadlines in a fast-paced environment Required Qualifications: - Minimum 1-year proven leadership experience in a call center, agency, brokerage, field sales environment, or similar supervisory position – Required - Ability to work in fast-paced environment and prioritize duties appropriately - Exceptional interpersonal skills and communication skills (face to face and through the written word) - Proficient in MS Word, Excel, Email, and Instant Message programs - Results oriented, motivated individual with a focus on achieving sales success - Excellent leadership, time management, and organizational skills - Excellent customer service and sales skills - Approachable and visible, and provides clear, consistent, timely, respectful communications - Ability to work with limited supervision following procedural guidelines - Ability to coach, develop and inspire others to achieve higher levels of success - Understanding of appropriate business etiquette and demeanor consistent with professional behavior and business communications - Ability to work in and be supportive of a team environment while managing personal goals - Holds self and others accountable and pursues excellence - Knowledge of performance evaluations procedures - Life and Health Insurance license – Required upon hire; to be retained throughout employment - FFM Certification – Ability to obtain once hired and renewed annually as required Preferred Qualifications: - Experience in Under 65 – Health, Dental, Vision and other Ancillary sales – Strongly preferred Required Skills: Life and Health Insurance license, FFM Certification, MS Word, MS Excel, Instant Messaging, Sales process, Performance evaluation procedures, Coaching Benefits: Employees in this role are eligible to participate in the Agency Growth Manager production incentive bonus program., Full-time employees are eligible for benefits including medical, dental, vision, and life and disability insurance, as well as 401(k) and Paid Time Off.