FBS Call Center Supervisor
Core
Supervise a sales-oriented call center team to maximize lead qualification quality, transfer rates, and contact rates for Farmers' Direct Business sales pipeline.
Role type
Senior IC call center supervisor (sales support)
Builds
Outbound sales support campaigns and lead qualification processes
Domain
Insurance / Telemarketing
Required skills
Team performance monitoring, Lead qualification, Outbound sales techniques, Compliance with telemarketing regulations (TCPA), CRM and dialer tools management, Coaching and mentoring, Performance reporting
Preferred skills
Senior service support experience, Outbound calling experience, Insurance industry experience
Technologies
Dialer tools, CRM tools
Responsibilities
Monitor team performance metrics (lead quality, transfer rate, contact rate, efficiency), Create plans to improve team performance and develop individual skill sets, Ensure team members meet sales pipeline goals, Communicate individual and team performance to members and leadership, Respond to customer and lead inquiries, Partner with leaders to improve lead qualification and campaign processes, Maintain knowledge of procedures and regulatory requirements
Seniority
Senior, hands-on IC