Team Lead - Call Center Sales

First Acceptance • Memphis, TN

3d • Onsite

About The Position

The position is responsible for overseeing teams of employees and motivating them to complete their job duties effectively. Their duties include training new employees and providing Team Members with daily objectives, developing and implementing reward systems to motivate employee productivity and communicating with upper management to determine the best methods for meeting business goals. Essential Job Functions Supports Manager of call center and responsible for day-to-day operational functions Assists team members in the Call Center operations by answering their questions in a timely manner Provides call resolution on escalated calls, seeking advance from other members of leadership if needed Resolves customer issues and demonstrates confidence in doing so on the phone or while assisting team members Conducts side by side evaluations and/or coaching for each team member monthly Coaches and demonstrates best practices for answering phones while using GUEST process Manages workforce by monitoring length of phone calls, personal time, faxing, extended breaks and lunches, etc. Ensures new hires have appropriate training and resources to perform their daily duties Also involved in answering customer calls related to policy questions and changes as well as policy sales. Good telephone manner to enhance relationships with customers Maintains a positive attitude while providing excellent service Assists in taking calls as necessary to ensure service levels Achieves three or higher on performance evaluations Availability to work early mornings, evenings and weekend Other duties as assigned

Requirements

• Requires a high school diploma or academic equivalent.
• Must be employed with First Acceptance Insurance for 150+ days.
• Must not be on a corrective action plan or performance improvement plan.
• Must be able to obtain and maintain – at minimum and within 30 days of employment – your residential and non-residential Property and Casualty Insurance license and remain eligible for and insurance license in all states First Acceptance insurance writes business the duration of your employment with First Acceptance Insurance.
• Possesses a general understanding of state specific liability laws and procedures.
• Excellent interpersonal, verbal, written, and listening communication skills.
• Basic reading, writing, and mathematic skills.
• Ability to multitask, be adaptive to change, and remain flexible to shift between assignments.
• Possesses strong customer service skills and behaviors.
• Proficient in Microsoft Suite (i.e. Word, Excel, PowerPoint, etc.).
• Computer literate with the ability to learn software applications.
• Commitment to First Acceptance’s company values.
• Able to lift 0-10 pounds without assistance.

Nice To Haves

• Relevant experience preferred.

Responsibilities

• Overseeing teams of employees and motivating them to complete their job duties effectively.
• Training new employees and providing Team Members with daily objectives.
• Developing and implementing reward systems to motivate employee productivity.
• Communicating with upper management to determine the best methods for meeting business goals.
• Supports Manager of call center and responsible for day-to-day operational functions.
• Assists team members in the Call Center operations by answering their questions in a timely manner.
• Provides call resolution on escalated calls, seeking advance from other members of leadership if needed.
• Resolves customer issues and demonstrates confidence in doing so on the phone or while assisting team members.
• Conducts side by side evaluations and/or coaching for each team member monthly.
• Coaches and demonstrates best practices for answering phones while using GUEST process.
• Manages workforce by monitoring length of phone calls, personal time, faxing, extended breaks and lunches, etc.
• Ensures new hires have appropriate training and resources to perform their daily duties.
• Answering customer calls related to policy questions and changes as well as policy sales.
• Maintains a positive attitude while providing excellent service.
• Assists in taking calls as necessary to ensure service levels.
• Achieves three or higher on performance evaluations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED