Direct to Consumer Sales Team Supervisor

Banner Life family of companies; United States; On-site; USD 85,000 - 120,000; Full time

Job summary

Banner Life Insurance Company seeks a D2C Sales Supervisor to support the D2C Sales Center Manager in meeting sales and quality targets while overseeing staff. The role requires coaching, compliance with licensing across all 50 states, and collaboration with marketing to optimize leads and processes.

You will provide guidance to agents and managers, track performance, and drive continuous improvement in call center operations, workflows, and customer outcomes.

Responsibilities

• Oversee day-to-day operations of the D2C Sales Team and optimize workflows to deliver high-quality customer experiences and meet sales goals.
• Provide weekly coaching sessions based on listening to sales sessions and identify opportunities for skill development.
• Ensure compliance with life insurance licensing and appointment criteria across all 50 states, coordinating with marketing analytics for lead distribution.
• Collaborate with marketing and analytics teams to improve technology, data analytics and processes to increase lead-to-sale efficiency and program success.
• Deliver weekly forecast updates to leadership and address performance gaps.
• Manage performance documentation, including productivity, QA scores, attendance, and time-card completion, with proactive coaching.

Job description

Overview

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better.

We're a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand.

By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

The D2C Sales Supervisor will support the D2C Sales Center Manager in delivering the goals of the D2C distribution through effective management of the D2C Sales team staff and strong process controls that ensure positive customer outcomes. To work with the D2C Sales Center Manager to provide the D2C call center sales staff and case managers with the guidance, support and working environment required for them to exceed pre-defined sales, quality and productivity standards set for the business.

Responsibilities

Essential Responsibilities

• Responsible for supporting the D2C Senior Manager in the day-to-day management of the D2C Sales Team and optimization of work flow processes to ensure that Banner Life delivers a high quality customer experience that complies to optimized productivity standards, robust compliance controls and exceeds pre-defined sales goals in support of Banner Life's growth ambitions.
• Listen to calling sessions by agents, managers and case manager team for review and provide appropriate weekly coaching sessions as needed. Successfully implement training of sales tactics and awareness of skills/behavior coaching opportunities.
• Ensure that the D2C Sales Team adheres to strict life insurance licensing and appointment criteria across 50 states by managing daily data checks and to work with the marketing analytics team to ensure that any leads are distributed to agents that are correctly licensed and appointed.
• Partner with D2C Call Center Manager and marketing team to identify opportunities to improve the technology, data analytics and processes being used by the D2C Sales Team and continually optimize lead-to-sale success and improve customer outcomes.
• Partner with the D2C Senior Manager and marketing analytics teams to ensure that lead management and any additional incentive programs are optimized across the team to maximize yield and ensure good customer outcomes.
• Collaborate with marketing on implementation of new lead generation partners and/or marketing campaigns (including supporting new Banner Life partnerships where required) to educate, motivate, support and coach the sales staff in order to maximize lead-to-sale ratios and campaign success factors.
• Provide weekly forecast tracking updates to Sr. Manager. by understanding which agents are falling behind on target trends and where attention needs to be in the business based on the forecast track.
• Support the continual improvement of resource planning models through the analysis of daily telephone reports, identifying patterns, highlighting elevated peak times to mitigate abandon rates and using that insight to work with marketing to maximize lead-to-sale efficiency.
• Handle potential insured escalations and agent disputes as 1st level leader before, if needed, including Senior Manager of D2C in escalation. Implement a culture of transparency and accountability, fulfilled by customer satisfaction and high retention rate of potential insured business.
• Responsible for monitoring and documenting all aspects of D2C Sales staff individual performance, including agent sales productivity, quality assurance scores, work habits (absenteeism/tardiness), time card completion and all other pertinent, measurable functions or attributes. Provide feedback and coaching where required.
• Run successful weekly and monthly sales incentive contests directed by D2C senior manager to increase competition and productivity amongst the team
• Partner with the D2C Management in deliver of monthly, semi-annual and annual 1:1 performance reviews, documented discussions, verbal and written disciplinary documentation to staff and other communications where applicable. This includes working with the sales team to maintain individual training logs and career development roadmaps (as appropriate.) Providing a goal oriented, coaching, positive change environment for all Agents and staff.
• To work with the D2C Management on execution of business strategy and growth of call center operations and headcount in alignment