Team Leader- Licensed- Work From Home
C3/CustomerContactChannels
Columbia South Carolina
United States
Sales
(No Timezone Provided)
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
Licensed Team Leader will be managing and training a team of Licensed Agents that are required to be licensed in all applicable states. The Licensed Team Leader shall be licensed in their resident state, as evidenced by the license number issued by the state before the first day of training.
Principle Accountabilities (Key Result Areas)
Responsibilities include but are not limited to:
- Must have the experience of taking calls, applying training and proven proficiency in the role. They must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing.
- Will assist with and/or train new hire training with agents who will be assigned to their team
- Provide additional support to learners in classroom if not Training the class
- Identify learners with deficiencies and offer an effective plan of action for resolution
- 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 Licensed Agents/Representatives.
- Effectively direct and manage team to drive sales performance improvement within their agents.
- Coach and mentor Licensed Agents/Representatives via call calibrations, one on ones, huddles, team meetings, etc.
- Drive high-performance sales, compliance and consumer experience standards and outcomes
- Recommend and implement changes when necessary
- Train and coach to sales techniques: features, advantages and disadvantages of various policies to promote sale of plans
- Analyze daily reporting to identify areas of opportunity and managing their day to day focus on coaching to sales and customer service opportunities.
- Resolve customer issues via one call resolution guidelines and/or escalated process
- Meet or exceed company and client performance metrics.
- Responsible for call disposition or compiling and generating reports as required
Attributes & Attitude
- Must have and maintain healthcare license. If applicable, must have and maintain life license
- Ability to teach and coach to improve sales performance
- Self-Motivated and has ability to motivate a team to success
- Eagerness to help people
- Ability to adapt quickly to change
- Ability to work collaboratively to improve overall team performance
- Support the learning environment
- Apply knowledge of curriculum topic objectives
- Demonstrate ability to effectively coach training objectives
- Ability to hold self and others accountable
- Flexible to train and/or manage Licensed Agents
Knowledge
- Previous life and/or health insurance leadership experience preferred
- Demonstrated ability to support a call center team
- Ability to adapt quickly to change
- 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 of opportunity to focus on to improve performance
- Support the learning environment either brick and mortar or virtual
- Strong demonstrated time management skills
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Team Leader- Licensed- Work From Home
C3/CustomerContactChannels
Columbia South Carolina
United States
Sales
(No Timezone Provided)
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
Licensed Team Leader will be managing and training a team of Licensed Agents that are required to be licensed in all applicable states. The Licensed Team Leader shall be licensed in their resident state, as evidenced by the license number issued by the state before the first day of training.
Principle Accountabilities (Key Result Areas)
Responsibilities include but are not limited to:
- Must have the experience of taking calls, applying training and proven proficiency in the role. They must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing.
- Will assist with and/or train new hire training with agents who will be assigned to their team
- Provide additional support to learners in classroom if not Training the class
- Identify learners with deficiencies and offer an effective plan of action for resolution
- 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 Licensed Agents/Representatives.
- Effectively direct and manage team to drive sales performance improvement within their agents.
- Coach and mentor Licensed Agents/Representatives via call calibrations, one on ones, huddles, team meetings, etc.
- Drive high-performance sales, compliance and consumer experience standards and outcomes
- Recommend and implement changes when necessary
- Train and coach to sales techniques: features, advantages and disadvantages of various policies to promote sale of plans
- Analyze daily reporting to identify areas of opportunity and managing their day to day focus on coaching to sales and customer service opportunities.
- Resolve customer issues via one call resolution guidelines and/or escalated process
- Meet or exceed company and client performance metrics.
- Responsible for call disposition or compiling and generating reports as required
Attributes & Attitude
- Must have and maintain healthcare license. If applicable, must have and maintain life license
- Ability to teach and coach to improve sales performance
- Self-Motivated and has ability to motivate a team to success
- Eagerness to help people
- Ability to adapt quickly to change
- Ability to work collaboratively to improve overall team performance
- Support the learning environment
- Apply knowledge of curriculum topic objectives
- Demonstrate ability to effectively coach training objectives
- Ability to hold self and others accountable
- Flexible to train and/or manage Licensed Agents
Knowledge
- Previous life and/or health insurance leadership experience preferred
- Demonstrated ability to support a call center team
- Ability to adapt quickly to change
- 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 of opportunity to focus on to improve performance
- Support the learning environment either brick and mortar or virtual
- Strong demonstrated time management skills
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.