FBS Call Center Supervisor (Pre-sales)

Capgemini; Aguascalientes; Presencial; MXN 1.052.631 - 1.315.789; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary and bonus

Private Health Insurance

Training & Development

Grocery/restaurant vouchers

Paid Time Off

Descripción de la vacante

Capgemini is seeking a Sales Operations Supervisor for Farmers' Direct Business, guiding a metrics-driven team to maximize lead qualification quality, transfer and contact rates, while ensuring compliance. The supervisor will enable the group to meet Direct Business goals and foster effective collaboration across sites.

You'll mentor team members, monitor performance, respond to inquiries, and drive process improvements in outbound campaigns.

Formación

• Leadership experience in a supervisory role.
• Experience in contact center operations or outbound sales environments.
• Sales-oriented approach with a track record of meeting targets.
• Bilingual proficiency in English and Spanish.
• People management and coaching abilities.
• Strong written and verbal communication skills.

Responsabilidades

• Monitor team performance: lead quality, transfer rate, contact rate, and compliance.
• Develop plans to improve outbound sales support techniques and team skills.
• Ensure individuals and team meet Direct Business sales objectives.
• Communicate performance results to the Director and stakeholders.
• Respond to customer and lead inquiries as needed.
• Collaborate with leaders to improve lead qualification and campaign processes.
• Maintain up-to-date knowledge of procedures, tools, and regulatory requirements.
• Pursue training to expand product, system, and process knowledge.

Conocimientos

Leadership experience

Contact center operations

Sales orientation

Bilingual English/Spanish

People management

Communication

Coaching

Educación

High School Diploma or equivalent

Bachelor's degree preferred

Descripción del empleo

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.

Qualifications

• 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 salary and performance-based bonus
• Comprehensive benefits package: Grocery vouchers, restaurant vouchers, SGMM, etc.
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Paid Time Off
• Training & Development

Note: Benefits differ based on employee level.