Call Center Manager

LV Search Partners; Dallas (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

LV Search Partners is seeking a results-driven Call Center Supervisor in Dallas to oversee day-to-day operations, drive performance, and deliver outstanding customer service in a fast-paced environment.

You will train and motivate a team of thirty-plus sales representatives, coach on best practices, monitor KPIs, and prepare reports to help management set goals and maximize sales.

Qualifications

• Call Center Supervisory experience required (minimum 6 months).
• Experience in insurance required.
• Proficiency with computer use, ability to quickly learn new software applications, and manage phone systems.
• Experience in managing call center KPI’s and workforce management.
• Exceptional verbal and written communication skills.
• Ability to develop a strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to remain calm and courteous under pressure and navigate tense situations.

Responsibilities

• Help train, motivate, and provide inside sales support for a team of thirty or more sales representatives in a growth-oriented, fast-paced, and team-oriented environment.
• Provides leadership, progressive coaching, and counseling for all associates in sales concepts, principles, and practices.
• Prepare call center sales agents to respond to customer questions and concerns and troubleshoot issues with services or products.
• Ensuring agents understand and comply with all call center sales objectives, performance standards, and policies.
• Answering agent questions regarding best practices or challenging calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center sales goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction and transaction sales.
• Lead a team of thirty-plus sales representatives to achieve sales targets (daily, weekly, and monthly
• Maintaining a proven track record of personally delivering outstanding sales results
• Listen to calls to verify sales, ensure compliance, and script adherence.
• Provide feedback for improvement and identify improper communication that needs to be corrected
• Work with Team Leads to assist in coaching agents and developing future leaders
• Flag calls that can be used for training and coaching purposes.

Skills

Call Center Supervisory

Leadership

Insurance knowledge

Team coaching

Customer service

Tools

CRM software

Phone systems

Job description

In this role, you will be responsible for overseeing day-to-day operations, driving performance, and ensuring outstanding customer service. This is a great opportunity for a motivated leader who thrives in a fast-paced environment and is passionate about people, process, and results.

Duties and responsibilities

• Help train, motivate, and provide inside sales support for a team of thirty or more sales representatives in a growth-oriented, fast-paced, and team-oriented environment.
• Provides leadership, progressive coaching, and counseling for all associates in sales concepts, principles, and practices.
• Prepare call center sales agents to respond to customer questions and concerns and troubleshoot issues with services or products.
• Ensuring agents understand and comply with all call center sales objectives, performance standards, and policies.
• Answering agent questions regarding best practices or challenging calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center sales goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction and transaction sales.
• Lead a team of thirty-plus sales representatives to achieve sales targets (daily, weekly, and monthly
• Maintaining a proven track record of personally delivering outstanding sales results
• Listen to calls to verify sales, ensure compliance, and script adherence.
• Provide feedback for improvement and identify improper communication that needs to be corrected
• Work with Team Leads to assist in coaching agents and developing future leaders
• Flag calls that can be used for training and coaching purposes.

Qualifications

• Call Center Supervisory experience required (minimum 6 months)
• Experience in insurance required
• Proficiency with computer use, ability to quickly learn new software applications, and manage phone systems
• Experience in managing call center KPI’s and workforce management
• Exceptional verbal and written communication skills.
• Ability to develop a strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to remain calm and courteous under pressure and navigate tense situations.