Licensed Call Center Supervisor (TeleSales)

Qualfon•Casselberry, FL

2d•Onsite

About The Position

This position will require onsite presence at our facility in Casselberry. The leadership role will also require flexible availability to include evenings and weekends. We are seeking a results-driven Licensed Supervisor to lead a high-performing team focused on selling Under‑65 insurance products (e.g., ACA/health plans including dental). This role is responsible for driving sales performance, coaching agents, ensuring compliance, and delivering exceptional customer experience. The ideal candidate is a strong people leader with a proven track record in sales, performance management, and coaching within a fast-paced contact center or insurance environment.

Requirements

2–4+ years of experience in insurance sales (health/ACA/Medicare preferred)
1–2+ years of supervisory or leadership experience in a call center or sales environment
Active Health Insurance License
Strong knowledge of Under‑65 insurance products, enrollment processes, and compliance standards
Proven ability to drive results and manage performance in a metrics-driven environment
Excellent communication, coaching, and conflict resolution skills
Strong analytical skills with the ability to interpret performance data

Nice To Haves

Experience managing remote or hybrid teams
Familiarity with CRM systems (e.g., Salesforce, Verint, Microsoft applications, etc.)

Responsibilities

Lead, coach, and develop a team of insurance sales agents to meet and exceed sales targets
Conduct regular 1:1 coaching sessions, performance reviews, and side-by-side monitoring
Identify skill gaps and implement action plans to improve sales effectiveness
Foster a high-energy, accountable, and performance-driven team culture
Drive key performance indicators (KPIs) including conversion rates, revenue, call quality, and compliance
Monitor daily, weekly, and month-to-date results and address performance gaps in real time
Partner with leadership and client representatives to develop and execute strategies to improve sales outcomes
Provide clear directions and expectations around sales goals and productivity
Ensure adherence to schedules, attendance policies, and call handling expectations
Collaborate with Workforce Management to maintain proper staffing and coverage
Support new hire onboarding and ongoing training initiatives
Maintain accurate reporting and documentation of team performance
Ensure all sales activities align with regulatory requirements (e.g., ACA guidelines, HIPAA, etc.)
Monitor calls and enforce quality standards, including proper disclosures and documentation
Address compliance issues promptly and implement corrective actions when necessary
Partner with Quality, Training, and Operations teams to improve processes and agent performance
Participate in leadership meetings and provide updates on team performance and challenges