Call center supervisor

Supervisor - Seasonal Position - Remote

Who We Are :

Quantum 3 Media is a scalable customer acquisition engine for top insurance brands in Health Insurance, Medicare Advantage, Medicare Supplement, and Life Insurance.

Our 20 years of experience in the direct marketing industry helps strengthen the foundation of trust with all our partners.

Through strategic partnership, data science, and predictive analytics we can deliver only the highest customer commitment and unparalleled customer satisfaction.

About Us :

Our Company Values start with Integrity and Compliance : In our line of business, putting together a winning team is at the core of what we do.

We strive to acquire candidates who embody the fundamentals that our company is founded on : Integrity, Compliance, and World-Class Customer Service.

Our aim is to adapt the vision of our clients, and to partner with them in helping our community become better informed on all insurance options, its value, and benefits.

What We Do :

• We service our community of individuals who are searching for assistance in Medicare insurance by contacting those who opted in to receive information on our products and services via automated dialing system.
• We qualify opted-in customers and if they are eligible, we transfer the call to licensed agents in their State.

Job Description :

This position is for a Seasonal Call Center Supervisor that ends on or before December 7. Must demonstrate a focus on motivating and coaching others, as well as leading by example.

Must be able to demonstrate a sense of responsibility, accountability, independence, sociability, confidence, self-motivation and flexibility.

Must be extremely detail-oriented and able to manage multiple projects simultaneously. We are a fast-paced environment! You will be responsible for the day-to-day activity and development of 20-25 Agents within a complex remote call center environment.

You will be responsible for ensuring call quality from start to finish. You will conduct regular team meetings with agents to complete performance reviews and coaching to ensure maximum quality and production of direct reports.

You will work closely with a Program Manager in ensuring overall adherence to corporate policies and procedures and production goals.

Responsibilities :

Supervisors will be on the phones receiving and placing calls as an insurance advisor for the first couple of weeks after training.

This is to ensure they understand the agents day to day so they can coach and mentor effectively.

• Supervise a team of 20-25 remote agents who place outbound calls. Monitor and evaluate interactions and workflow to ensure that performance standards and the volume target are met by coaching, developing, and motivating them to ensure that they are providing great customer service and adhering to all compliance requirements on all customer interactions and maximizing their potential.
• Responsible for the daily activity of the call center by managing metrics, performance criteria, policies and procedures to continuously improve call center productivity including meeting call center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge and accomplishing organizational goals.
• Oversee the day-to-day operation of your assigned team and ensure that goals are met.
• Drive a culture of continuous improvements, new approaches, and personal excellence.
• Praise and share feedback with agents regarding their performance, suggest improvements, changes, or updates when applicable.
• Work constructively with other functional areas throughout the organization, such as quality assurance, training, to share ideas and leverage best practices.
• Keep management informed on issues and problems, communication is key.
• Responsible for bi-weekly payroll review and submission to ensure correct entries.
• Responsible for coaching and development of direct report agents.
• Will report to an assigned program manager.
• Other duties and responsibilities as assigned.

Requirements :

• 2-5 years of Call Center experience with a minimum of 2 years in a leadership position.
• Leading in a remote environment is a plus.
• Results driven with a commitment to achieving personal, client, and company goals.
• Ability to work in a fast-paced environment and maintain focus on the key priorities despite conflicting demands.
• Excellent communication skills and ability to speak with impact while giving feedback and developing staff.
• Must be able to build a highly engaged, committed and empowered workforce.
• Strong understanding of the call center environment to enhance performance and achieve financial targets.
• Work constructively with others to achieve shared goals.
• Significant experience with developing others through coaching, actionable feedback, and hands-on leadership.
• Must be dynamic and outgoing with an engaging positive attitude and able to relate and motivate people of diverse backgrounds and ages.
• Strong analytical skills to analyze outcomes and carry out appropriate corrective procedures, if necessary.
• Excellent critical thinking skills to methodically, strategically, and collaboratively make decisions, solve problems, and foster innovation.
• Attention to detail to ensure that all quality elements are satisfied and comply with standards.
• Knowledge of regulatory requirements.
• Ability to demonstrate unbiased judgement of staff, situations and procedures.

Qualifications :

This position requires a high degree of leadership, creative thinking and dedication to people. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views.

• Highschool / GED, Associate degree and / or relevant work experience.
• Exceptional interpersonal & communication skills.
• Strong supervisory experience including staff development.
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
• Demonstrated ability to drive sales through the actions of others.
• Understanding of call center tools and technology used to manage KPIs and SLAs
• Possess effective conflict resolution skills.
• Possess time management, planning, organizational and multi-tasking skills.
• Ability to learn new products and systems.
• Ability to work in a professional fast-paced environment.

What is needed :

• Desktop or laptop with a minimum 4GB RAM with a working camera.
• Hi speed internet - Minimum requirement of 25 Mbps upload and 25 Mbps download speeds . A speed test is required and oftentimes conducted once hired.
• Must take the speed test from a laptop or PC, not from your phone. Please Take the speed test from the location you plan to work from remotely.
• Must have an ethernet cord available to connect to your internet router.
• USB Port for a headset with a working mic.
• A dedicated workspace in your home that is free of background noise and
• No VPN connections allowed per company policy.

Job Type :

• Temporary, ending on or before December 7.
• Pay : $18.00 per hour

Benefits :

• Paid training.
• Work from Home - 100% remote.

Schedule (Subject to Change) :

• 9-hour shift
• Monday to Friday, 10 am - 7 pm ET, 12 pm - 9 pm ET (subject to change based on business needs)
• Overtime
• Weekends (based on business needs)

Supplemental pay types :

Eligible for bonus pay based on performance.

Experience :

• Management : 3 years (Required)
• Medicare : 1 year (Preferred)
• Call center management : 1 year (Required)
• Call center : 1 year (Required)

Last updated : 2024-07-16

Salary : $18