The Marketing & Sales Call Team Supervisor is primarily responsible for overseeing the day-to-day coordination and production of our outbound B2B marketing contact team. Working in a high volume, multi-tasking, goal oriented and team atmosphere, this individual is responsible for driving our marketing results by creating an environment which provides quantitative and qualitative customer satisfaction via our outbound calling team. This includes establishing and tracking progress towards objectives, quality monitoring, providing performance and quality feedback for employee development, motivating, coaching, training and problem solving. This position requires a positive and motivated individual with a proven ability to organize multiple projects simultaneously, meet deadlines, produce accurate and timely performance reports, identify opportunities for improvement and provide recommendations for viable solutions, and implement new and refine existing call team processes. The Marketing & Sales Call Team Supervisor also assists the manager with daily team operation and administration.
Essential Duties and Responsibilities
•Oversee the day-to-day production and coordination of outbound call team; manage call assignments, prioritize competing objectives, provide daily direction and supervision to the call team to ensure quality and performance standards are met, and execute planned marketing activities to achieve defined goals and results •Ensure all inquiries are handled efficiently within established time frames/work standards, including assessing call team resources including forecasting work load, capacity and demand planning to guarantee calls are made and duties are fulfilled by team within agreed time scales and in an appropriate manner •Recommend and implement call strategies based on campaign type and target audience •Ensure team members are properly trained and supplied with the resources to effectively promote the company’s products, services and brand message •Maintain availability as key departmental resource for company guidelines, department procedures, specified workflows and assigned projects •Perform on?the?job training and classroom instructions as appropriate for technical and non?technical competencies •Perform consistent, timely performance and quality monitoring, including providing feedback and coaching on a regular basis to team members •Assist manager with setting performance and quality expectations •Uphold a positive team environment that inspires, motivates and encourages employees, recognizes achievement and develops staff •Review and refine existing call campaign processes, creating effective, efficient, standardized methods; revisit on a planned basis to optimize processes as necessary •Organize and analyze data to determine trends, and make and implement thoughtful recommendations with measureable results •Use findings to create accurate reports, presentations and other materials for both internal and external use •Consult with senior marketing leaders regarding progress toward goals, production levels and staffing needs •Firmly and completely understand call team efforts by spending four hours per month executing calls •Assist in writing and administering performance reviews and addressing disciplinary and/or performance issues according to US Assure policy •Perform and assist with payroll administration, including the monitoring and recording of attendance, paid time off (PTO) and employee leave •Consult with manager regarding progress toward goals, production levels, quality levels, staffing needs and procedural changes •Assist manager in interviewing call team candidates for employment and assessing organizational fit •Perform forecasting and review of employee schedules to ensure adequate staffing levels and resource allocation •Work in partnership with stakeholders to uphold US Assure’s corporate vision and mission •Utilize company systems and platforms to enter all interactions while maintaining production and quality standards.
We are looking for highly motivated and initiative driven candidates who are excited about the opportunity to collaborate with a passionate team of marketers. The following competencies and experience are expected in a qualified candidate:
•Ability to lead, motivate and direct the activities of other employees in order to achieve objectives, campaign schedules and team goals •Professional knowledge of call center and customer service practices, as well as leadership and coaching principles •Capacity to develop, coordinate and prioritize activities or tasks of people or groups •Discipline to complete assignments within established time frames and specifications •Above average tolerance for multitasking and proven ability to operate under deadlines •Exceptional communication and relationship building skills •Solid analytical and decision-making skills; aptitude to analyze data and make recommendations based on findings •Demonstrated ability to interact with all levels of the organization •Skilled at creating professional reports and presentations •Proficient in Microsoft suite of applications, specifically Outlook, Excel, Word, and PowerPoint •Professional knowledge of the property and casualty insurance industry preferred
Education and / or Experience and Abilities
•Bachelor’s degree or equivalent combination of education and work experience •Supervisory or higher leadership position within an inside sales or call center environment •Three to five (3-5) years’ experience overseeing an outbound call team of 10 or more •Understanding of call center technology and measurement resources •Insurance industry experience preferred •Experience working with a Customer Relationship Management system, Salesforce.com preferred •Preparing and analyzing call center metrics reports •Organizing and implementing goal-oriented initiatives
About US Assure
US Assure (http://usassure.com) provides insurance programs and services. Headquartered in Jacksonville, Florida, US Assure manages, distributes and services programs for leading carriers in the construction and commercial insurance market with distribution throughout the U.S. and Canada. Offerings include a full range of builders risk, environmental, property and small commerci...al programs. With four decades of expertise managing programs and providing service, US Assure is a trusted partner offering solutions needed to assure success.