Supervisor, Agency Phone Sales

Physicians Mutual Insurance Company, Inc.•Bellevue, NE

About The Position

Physicians Mutual is seeking a Phone Supervisor to lead a team of Agents in a fast-paced sales environment. The supervisor uses hands-on coaching, clear expectations, and consistent support to help representatives build confidence, improve performance, learn from one another, and reach sales and customer service goals. The role also guides daily operations, including inbound and outbound calling activities, schedules, and workloads. The supervisor reviews calls and performance metrics, coaches employees, recruits and trains new team members, conducts performance reviews, maintains employee records, and communicates product and procedural updates. The role works with leadership and other departments, recommends operational improvements, and helps resolve escalated customer inquiries.

Requirements

Associate’s degree or equivalent experience required.
Strong leadership and coaching skills, including the ability to build employee confidence, improve performance, and help employees achieve goals.
Ability to create a positive team environment based on trust, collaboration, accountability, and recognition.
Experience using sales results, call quality, productivity, and operational metrics to guide coaching and team improvement.
Excellent verbal and written communication skills, including listening, providing constructive feedback, and navigating difficult conversations.
Strong interpersonal and problem-solving skills, with a hands-on, supportive leadership approach.
Strong organizational and time management skills, with the ability to manage multiple priorities.
Proficiency with Microsoft Office applications, including Excel and Word.
Strong customer service skills and ability to resolve challenging situations professionally.
Ability to work a flexible schedule, including additional hours as business needs require.

Nice To Haves

1½–3 years of experience in sales, customer service, or a call center environment, including at least one year of supervisory experience (preferred).

Responsibilities

Provide regular individual and team coaching to build sales skills, confidence, productivity, and quality.
Encourage collaboration, recognize accomplishments, and create opportunities for representatives to share ideas and learn from one another.
Set clear expectations, provide timely feedback, and constructively address performance or attendance concerns.
Coordinate inbound and outbound calling activities, schedules, and workloads.
Review calls, sales results, quality measures, and productivity trends to identify strengths and provide focused coaching.
Recruit, interview, hire, and train employees.
Conduct performance reviews, maintain employee records, and help representatives identify opportunities for professional growth.
Lead team discussions, communicate product and procedural updates, and collaborate with leadership and other departments.
Analyze call volumes, staffing needs, and production trends and recommend practical improvements to processes and team performance.
Help resolve escalated customer inquiries professionally and with care.