FBS Call Center Supervisor

Job Summary

The supervisor will be helping and enabling the 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.

Key Responsibilities

• Monitors all aspects of team performance, including lead qualification quality, transfer rate, contact rate, efficiency, and compliance with established company and telemarketing regulatory guidelines.
• Creates and implements plans to constantly improve team performance and develop individual team member skill sets in outbound sales support techniques.
• Ensures team members meet individual and team performance goals tied to Direct Business sales pipeline objectives.
• Communicates individual performance to each team member and provides team performance information to the assigned Director.
• Partners with other leaders to develop, pilot, and execute improvements to lead qualification and outbound campaign processes.
• Maintains thorough knowledge of established procedures, dialer and CRM tools, contractual provisions, and telemarketing regulatory requirements.
• Builds personal skill set by participating in in-house or outside sales/industry-related courses/seminars.

Requirements

• 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 Qualifications

• 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.