Job Title
Bilingual Call Center Sales Manager
Date Posted
7/9/2019
Location
Coconut Grove, FL
Country
USA
Min Salary
$70,000.00
Max Salary
$70,000.00
Job Type
Full-Time Regular
Job Description

We are looking for a skilled Call Center Manager that must fully bilingual (English/Spanish) who can lead our representatives to better performance and improve agent conversion rate. The Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and sales techniques, analyze call center data, and focus on improving performance and processes to better overall sales performance. Must have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of call center operations and CRM technology.

Relocation assistance is available. No more than 4k if offered job

The Call Center Manager, you should be focused on improving the sales team’s mindset, consistently improving agents’ techniques and having motivational sessions to raise morale and agent retention. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Call Center Manager Responsibilities:

  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to sales agents to maintain high sales standards and optimize agent conversion rates
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
  • Prepare reports for different departments or upper management
  • Answering Sales Agents questions, guiding them through difficult calls or issues, diffusing angry customers, or handling problems that cannot be fielded by sales agents
  • Leading team meetings, asking questions to understand better the sales agent and the lead quality, educating, and coach agents regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals. Working with the VP of Marketing & Technology to report lead quality and lead issues.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction.

Required Qualifications:

  • A minimum of 5 years’ successful experience as a call center sales manager.
  • Must be fully bilingual (English/Spanish).
  • Experience managing teams of salespeople with a track record of meeting or exceeding sales goals.
  • Experience with health and life insurance sales a plus. Health license (2-40) and/or Life license (2-15) is a big plus.
  • Willing to work evenings, weekends, and holidays as job duties demand, especially during individual health insurance Open Enrollment period (November 1 to December 15).
  • Must be familiar with CRM systems. Experience with Insurance Carrier’s enrollment platforms a big plus.
  • Salesforce.com Experience would be a preferable
  • Knowledgeable of call center systems and procedures.
  • Strong computer skills and knowledge of necessary telephone and dialer technology.
  • Proficient in Excel reporting creation and analysis, the ideal experience would include an understanding of (Pivot Tables, V-Lookups and Data Sorting and Filtering)
  • Excellent communication and organizational skills and attention to detail is essential.
  • Must have excellent interpersonal and active listening skills.
  • Exceptional customer service skills are a must.
  • Must have strong analytical skills.

Benefits:

Salary $70,000.00

  • Opportunity to Join 401K in 90 days great match
  • Bonus Incentive Based on Performance
  • Paid time off
  • Health insurance
  • Dental insurance
  • Flexible schedules
  • Workplace perks such as food/beverages/coffee

Relocation assistance is available. No more than 4k if offered job