Contact Center Team Lead- Las Vegas

SmartFinancial; Las Vegas (NV); On-site; USD 52,000 - 83,000; Full time

Benefits offered by this job

Comprehensive health insurance

401(k) plan with company match

Employee referral bonuses

Extensive paid product training

Job summary

A leading tech company in Las Vegas is seeking a Call Center Manager to oversee daily operations, manage a team, and ensure targets are met. Ideal candidates will have experience in team management and a strong customer service background. The role offers a salary range of $52,000-$83,000 along with comprehensive benefits and opportunities for career growth. Join us and help drive success in the insurance marketplace.

Qualifications

• 3+ years team management experience required.
• 5+ years Customer Service and/or Sales experience required.
• Prior experience in outbound telemarketing preferred.

Responsibilities

• Oversee daily activities of Call Center staff.
• Ensure production targets and revenue goals are met.
• Conduct quality-control audits and provide feedback.

Skills

Team management

Customer service

Effective communication

Multitasking

Detail-oriented

Education

Bachelor's Degree

Job description

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This range is provided by SmartFinancial. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$52,000.00/yr - $83,000.00/yr

Welcome to SmartFinancial, where our mission is clear: to drive growth and success for insurance agencies through our industry‑leading technology! Voted one of the Best Places to Work for four consecutive years, we are one of the fastest‑growing tech companies. We are a leading insurance marketplace, connecting millions of shoppers to our network of insurance partners. The salary range for this position is $52,000-$83,000.

What You'll Do

• Oversee the daily activities of a performance‑focused Call Center staff that specializes in screening consumer prospects and transferring them to large‑scale insurance carriers and agency clientele
• Ensure the Call Center staff meets production targets and the company's revenue goals
• Conduct and review quality‑control audits to monitor the team’s performance through side‑by‑side observations and live‑listening, providing timely feedback to the team
• Coordinate, monitor, and track performance deliverables and workflow process management
• Oversee time management and efficiency behaviors
• Address issues that require coaching or corrective action, in adherence with overall business expectations of the Contact Center department
• Perform recurring administrative and analytical duties, including ensuring schedule adherence and script compliance, reviewing agent performance reports, attendance, etc.
• Partner with People Operations to address employee grievances, complaints, and other HR‑related issues
• Ensure agents understand and comply with all legal and departmental policies
• Collaborate with leadership to establish ongoing process management, including quality calibrations; provide coaching interaction details to management; assist with new‑hire and ongoing training; give feedback to senior leadership on team performance; develop corrective action plans for low performers
• Help maintain a high level of employee engagement through incentive management, reward and recognition programs, and team‑building activities
• Assist with call volume by taking inbound/outbound calls as needed
• Report to and partner virtually on a daily basis with leadership based out of state
• Other duties as assigned

What We're Looking For

• Professional Knowledge
  
  • Identify strengths and weaknesses of the team; mentor and help develop agent performance
  • Multitask, meet deliverables, be detail‑oriented, dynamic, and innovative
  • Learn and use various technology and software applications
• Communications
  
  • Effective oral and written communication skills
  • Excellent interpersonal skills
  • Interpret and apply required policies and procedures
  • Approachable
• Qualifications
  
  • Bachelor's Degree preferred
  • 3+ years team management experience required
  • 5+ years Customer Service and/or Sales experience required
  • Prior experience in outbound telemarketing preferred
  • Any similar combination of the above education and experience
  • Prior experience in managing onsite and/or remote employees preferred

What We Offer

• Comprehensive Benefits: High‑quality health insurance and a 401(k) plan with company match
• Incentives: Employee referral bonuses, daily and weekly cash giveaways
• Training and Development: Extensive paid product training and world‑class inside sales training
• Career Growth: Advancement opportunities with a focus on promoting from within

Why You'll Love It Here

We highlight our World‑Class Culture, which our employees say is the best part of working at SmartFinancial. We have vibrant Slack channels for work and play, great company events like our Summer Beach Party with open bar, chili cook‑off, annual holiday yacht party, office potlucks, and more, and a fun mascot named Penny. Join SmartFinancial and become a key player in driving growth for insurance agencies. Apply now and let's achieve success together!

SmartFinancial is an equal opportunity employer and we celebrate diversity and are committed to creating an inclusive environment for all employees. To learn more about our results‑focused culture and employee‑focused perks, read more on our careers page.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

IT Services and IT Consulting

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