Bilingual Call Center Supervisor (English & Spanish)

Family Insurance Sales • Los Angeles, CA

1d • Onsite

About The Position

Family Insurance Sales, LLC is one of Southern California's fastest growing independent insurance agencies, serving thousands of customers through multiple locations across Los Angeles County. We are seeking an experienced, bilingual Call Center Supervisor to lead and develop our in-house call center team. This is an excellent opportunity for a strong sales leader who enjoys coaching people, driving performance, and creating a positive, results driven culture. This is a hands-on leadership role where you'll work alongside your team while helping build one of the industry's top performing insurance call centers.

You will oversee and support three essential departments that directly impact customer retention, sales growth, and client satisfaction: Retention Department – Contact existing customers with premium payment reminders and help reduce policy cancellations. Sales Call Center – Speak with prospective customers, provide insurance quotes, and schedule appointments for our licensed agents. Cancellation Department – Contact customers whose policies are in danger of canceling and help schedule appointments to reinstate their coverage.

We are currently expanding our call center operations. During the initial phase, this position will be highly hands on, with approximately 100 percent call production while helping recruit, train, and build the team. As the department grows, the role will naturally evolve into approximately 70 percent leadership and coaching and 30 percent personal production, allowing you to focus on developing people, improving performance, and driving results across the department.

Requirements

• Minimum of 2 years of call center experience.
• Minimum of 1 year of sales experience.
• Bilingual in English and Spanish is required.
• Strong leadership, coaching, and mentoring abilities.
• Excellent communication and interpersonal skills.
• Positive attitude with high energy and professionalism.
• Strong emotional intelligence and the ability to build trust with both customers and employees.
• Excellent listening, problem solving, and conflict resolution skills.
• Persuasive communicator with the ability to motivate others.
• Self-motivated, organized, and results driven.

Nice To Haves

• Previous supervisory or management experience in a call center environment is strongly preferred.
• Insurance experience is helpful but not required.

Responsibilities

• Lead, coach, train, and mentor call center representatives through daily coaching and performance feedback.
• Set clear expectations while building a culture of accountability, professionalism, and continuous improvement.
• Monitor call quality, customer experience, and compliance standards.
• Track key performance indicators including call volume, talk time, appointments, customer retention, reinstatements, and overall productivity.
• Conduct one on one coaching sessions and team training.
• Help recruit, onboard, and develop new team members.
• Work alongside your team while leading by example.

Benefits

• Competitive hourly pay of $19.00 to $25.00, based on experience.
• Performance based bonus opportunities.
• Full training provided.
• Access to FIG University, our proprietary leadership and professional development platform.
• Opportunity to grow into higher level management positions as our company continues to expand.
• Supportive leadership team committed to your success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed