Purpose of Position:

• New-hire Supervisors not immediately required to supervise are expected to provide support to learners and production Agents/Representatives.
• Analyze daily reporting to identify areas of opportunity and managing their day-to-day focus on coaching to these opportunities.
• Manage the day-to-day activities of Agents/Representatives.
• Effectively direct and utilize the site coaches to drive sales performance improvement within the site.
• Coach and update Agents/Representatives via call calibrations, one on ones, huddles, team meetings, etc.
• Drive high-performance sales, compliance and consumer experience standards and outcomes.
• Actively monitoring agents via Live listen.
• Recommend changes when necessary.
• Assist in implementation of new processes.
• Direct Coaches activities to drive positive performance within the team.
• Update team stat boards on an hourly basis.

• Guarantee that all daily operational targets, including service levels, quality standards, and scheduling compliance, are consistently achieved or surpassed.
• Dedicate approximately 80% of your time to the mentorship and professional development of agents to enhance their overall delivery.
• Foster a workplace culture that balances high levels of accountability with an energetic and enthusiastic atmosphere.
• Exhibit proactive leadership by designing and implementing strategic plans aimed at boosting individual and team performance.
• Manage corrective actions and provide necessary coaching to address behavioral or performance gaps as required.
• Facilitate professional dialogue regarding performance outcomes with both internal stakeholders and client representatives.
• Execute additional responsibilities and special projects as designated by leadership to support departmental goals.
• Maintain strict compliance with all corporate guidelines, specifically regarding HR and security, and report any variances to management.
• Possess the readiness to handle inbound calls directly should operational requirements necessitate additional support.

• Previous experience in Medicare & Retirement role.
• Consultative sales model.

• Possess a minimum of twelve months of professional experience in a supervisory capacity.
• Hold a valid and currently active healthcare license.
• Exhibit the flexibility to fulfill eight-hour shifts scheduled between 7 AM and 7 PM EST, Monday through Friday, as determined by client requirements.
• A university degree is highly valued, though equivalent professional background will be considered.
• Capable of maintaining high productivity under pressure while managing deadlines and directing team outcomes.
• Demonstrate robust capabilities in organization, administration, leadership, and efficient time management.
• Take personal accountability for assigned tasks, ensuring thorough follow-through to achieve desired business objectives.
• Maintain a consistent and sharp focus on intricate operational details.
• Proficient in analyzing task methodologies and executing them with maximum effectiveness.
• Proven track record of resolving unforeseen challenges through logical and strategic problem-solving.
• Ability to maintain a typing proficiency of at least 25 words per minute.
• Mastery of professional communication, both written and oral, aligned with North American corporate standards.
• Maintain full availability to accommodate shifting schedules as dictated by organizational priorities.
• A high school diploma or equivalent GED certificate is required.
• Demonstrate an exemplary and reliable history of workplace attendance.
• Successfully complete all required background evaluations, including drug screenings and financial credit assessments.

• Previous leadership experience preferred.
• Demonstrated ability to support a call center team.
• Ability to adapt quickly to change.
• Eagerness to help people.
• Values accountability.
• Ability to teach and coach to improve sales performance.
• Self-motivated and has ability to motivate a team to success.
• Ability to analyze reporting to identify area’s of opportunity to focus on to improve performance in a brick and mortar and/or remote environment.
• Values competition.
• High energy.
• Working knowledge of Agent/Representative role in order to support their team.