FBS Call Center Supervisor (Pre-sales)

Our Client, a leading US insurer, seeks a Call Center Supervisor to enable their team to succeed in a sales-oriented, metrics-driven environment. The supervisor will oversee a team to maximize lead qualification quality and pre-sales support effectiveness for Farmers' Direct Business sales pipeline.

Key responsibilities:

• Monitor team performance, including lead qualification quality, transfer rate, contact rate, efficiency, and compliance with company and telemarketing regulatory guidelines.
• Develop and implement plans to improve team performance and individual skill sets in outbound sales support techniques.
• Ensure team members meet individual and team performance goals tied to Direct Business sales pipeline objectives.
• Communicate individual performance to team members and provide team performance information to the Director.
• Interact with customers and leads, and partner with other leaders to improve lead qualification and outbound campaign processes.
• Maintain up-to-date knowledge of procedures, dialer and CRM tools, contractual provisions, and telemarketing regulatory requirements.
• Continuously build personal skill set through 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, and coaching skills.

Preferred qualifications:

• Experience in a senior service support or sales support role.
• Experience in outbound calling.
• Experience in insurance or a related field.

Benefits:

• Competitive salary and performance-based bonus.
• Comprehensive benefits package, including grocery vouchers, restaurant vouchers, SGMM, private health insurance, paid time off, and training & development opportunities.