Operations Manager - Insurance Sales
The Operations Manager owns the overall performance, managing a team of sales managers (number based on Business need) and is responsible for the day-to-day sales, performance management, coaching, and development of aligned sales managers, sales performance, and service through the inbound/outbound calls into the Sales Center.
Drives performance to meet and exceed Key Performance Indicators (KPIs) and financial targets.
Manages the day-to-day activities of the contact center utilizing call center best practices.
Staying current on industry knowledge, policies, regulations, and legislation.
Identify, develop, and grow talent within the contact center.
Provide leadership and management to coach, mentor, and develop sales managers.
Ensure Quality in operations ensuring proper documentation, controls, and measurement are in place for all key contact center process.
Meet customer and client satisfaction with all contact center requirements including but not limited to Service Level Agreements (SLAs). Driving engagement for direct and indirect reports: accountable for talent development across teams, succession planning and retention.
Participating in setting budget and managing headcount. Managing costs for site including overtime and ensuring accurate recording of time.
Assist in the creation and implementation of innovative methodologies to improve the contact center's performance.
Working hours: 7:00 AM - 10:00 PM
--Call center management experience required (minimum of two years)
--People Management experience (minimum two years of people management)
--Building, leading, and motivating a team of contact center Sales Agents (100+ direct and indirect reports)
--Medicare expertise required
--Understanding of Plan Management/Operations functions
--Knowledge of company policies, management tools and resources
--Experience working and leading broader sales initiatives and projects that attain enterprise results.
Bachelors degree or equivalent years of industry experience.
Health license preferred but must at least have had one in the past with possibility to renew.
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