Toyota Insurance · 3 days ago
Call Center – Sales Supervisor
Plano, TX
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $80K/yr
5+ years expToyota Insurance is an independent agency specializing in property and casualty insurance for Toyota vehicle owners. The Contact Center Sales Supervisor will lead a team of insurance sales agents to achieve business sales and retention targets while providing mentorship and support to maximize team performance.
Auto InsuranceFinancial ServicesInsuranceProperty Insurance
No H1B
Responsibilities
Manage/oversee all aspects and daily duties of their assigned team of insurance sales agents
Drive their respective team in achievement of all sales, service, retention, business quality targets (Department KPIs) including driving agent achievement of individual targets
Answer questions from staff and provide guidance/feedback to achieve optimum results/customer experience
Mentor, and coach sales agents to maximize productivity and production; 'Write the policy Right', ensure agents are offering appropriate coverage for the represented risk and writing the policy in full Compliance of organization processes
Full engagement of assigned team/department to help in employee retention; understand needs of every employee and provide necessary support/training/guidance to maximize their potential, celebrate employees’ success and properly manage all employee inadequacies
Ensure agents understand and comply with contact center objectives, performance standards, and policies
Understand agent sales techniques and quality of the business they are writing through Call Monitoring; achieve established department call recording observation targets to help lower performing agents improve production and/or quickly identify potential issues
Monitor key metrics and identifying process improvements
Keep up with industry trends and ensure department compliance
Provide weekend support, once a month, to both Contact Center and Point of Sales team member (Manager on Duty rotation)
Prepare and manage Contact Center Staffing Schedules, breaks, and ensuring proper coverage
Identify Agent training needs/opportunities and work with Learning Architect to design relevant training content and curriculum
Facilitate team meetings and present team scorecard to upper management
Qualification
Required
P&C Insurance experience required – 5 years minimum in sales agent role; 2 years minimum in a call center environment
TIMS Insurance sales experience: 1 year minimum; 2 years preferred
Bilingual (Spanish/English) or multilingual (Plus)
Must hold an active insurance license in home state and some non-residential licenses across the nation
Strong interpersonal skills (verbal and written) with the ability to interact with customers and provide constructive feedback and effective performance conversations with team members
High-level organizational skills that reflect the ability to perform and prioritize multiple tasks
Must work well in a fast-paced team environment
Excellent customer service and verbal/written communication skills
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Data analysis to identify trends, patterns, and areas for improvement
Proficiency with call center software and reporting tools
Ability to multi-task, set priorities and manage time effectively
Confident problem solver with strong conflict resolution abilities
Preferred
Prior leadership role experience preferred; mentorship or lead capacity roles included
Benefits
Medical, Dental & Vision Insurance
Paid Time Off, Paid Holidays and Sick Days
401(k) Match
FSA and HSA
Pet Insurance
Life Insurance
Company
Toyota Insurance
Toyota Insurance Management Solutions, including its affiliates Connected Analytic Services and Advanced Connectivity (collectively “TIMS”) is a joint venture between Aioi Nissay Dowa Insurance Services, USA (AIS), Toyota Financial Services International Corp., and Toyota Connected, USA.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase