Supervision of employees in a remote or on-site position within an Inbound/Outbound Sales Contact Center. Responsible for effective sales team management that includes but is not limited to motivating, mentoring, team building, developing, supporting, and coaching staff, in an effort to grow the business by driving key performance indicators.

What you will do:

• Supervises team of direct reports selling Gerber Life Insurance products. This includes ensuring adherence to polices, procedures and regulatory compliance.
• Provides guidance, training and coaching to ensure individual, team and cohort productivity and quality goals are met. This includes utilizing technology that allows video conferencing between the supervisor and the agent. One-on-one meetings and integrated coaching to provide direct coaching and guidance will take place as needed.
• Utilizes relevant reports using specialized software/equipment such as I3, skill-based routing, workforce management, call monitoring and production statistics to ensure goals are met and to assist agents in maximizing performance through professional growth and development. Provides such statistics to management to ensure individual, team and Company goals are met.
• Communicates across all departments with all levels of leadership to proactively resolve issues and enable continuous improvement across the Contact Center.
• Acts as intermediary between consumers and Company, handling escalated calls and other sensitive situations.
• Performs other duties as assigned.
• Complies with all policies and standards.

• Bachelor's Degree Or equivalent work experience. - Required
• 3-plus years' supervisory experience demonstrating successful managing, gaining commitment, energizing, motivating and coaching others to build a successful team. - Required
• Financial Services or Contact Center experience considered a plus. - Preferred
• Insurance industry experience and knowledge considered a plus. - Preferred
• Experience interacting effectively with various levels within an organization. - Required
• Proven ability to mentor and lead teams of diverse members to successful results. -
• Proven ability to comprehend, educate others and enforce relevant policies/procedures. -
• Proven sales coach and change agent. -
• Proven track record for delivering results. -
• Demonstrated to be self-directed and highly motivated with the flexibility necessary to operate in a fast growing and fast-paced environment. -
• Proven to be detail-oriented with ability to manage priorities and multiple responsibilities. -
• Demonstrated computer proficiency. -
• Demonstrated excellent verbal and written communication skills. -
• Proven skills in analytical thinking, understanding technical concepts and problem solving. -
• Must be able to work evenings, Saturdays and holidays. -
• Solid to advanced PC skills. -
• Windows based systems, CRM, Outlook, Excel, Word, Power BI. -
• Ability to troubleshoot technical issues. -
• Must be able to obtain a Life and Health license in resident state prior to hire - Required
• Must obtain licensing in other 49 states plus District of Columbia and maintain throughout employment. Upon Hire - Required
• LOMA and LUTCF designations or equivalent considered a plus. Upon Hire - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None