Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Responsible for staff related decisions, managing a team in a call center environment. Coach, guide and direct staff to provide effective sales and service to customers in search of insurance needs. Support leadership team by handling day to day operations as well as the strategic management of the sales team to ensure the achievement of the team's business objectives. JOB SUMMARY Under general direction, leads a team of 12-18 Sales Counselors in a call center environment. Responsibilities include the development of staff and processes to ensure high quality service to all customers and to enhance marketing, sales, and underwriting performance. Leads assigned team to reach the overall organization objectives. This job is a Manager: Responsible for setting work objectives and goals for employees and managing their performance. Typically involved in compensation decisions. Employees have a formal reporting relationship to this job. This job works under General Direction: Establishes procedures for attaining specific goals and objectives in a broad area of work. Generally final results are reviewed. (Typically applies to a manager or expert/top level professional.)
Primary Job Duties & Responsibilities
Allocates resources (staff, dollars, and training) to meet unit sales and business goals. Mentors, trains, and coaches to foster development and professional growth. Initiates and fosters teamwork within the team and with other teams to create and maintain an environment of partnership, quality service, and superior sales results. Serves as an expert resource on sales process, procedures, and techniques by maintaining and enhancing product, process, communication and sales skills. Manages team and individual goals and performance measures, monitor progress toward these goals. Conducts team meetings to keep staff informed regarding results and any process, procedural or policy changes. Accountable for decisions related to hiring, promotions, compensation and termination decisions for team. Reviews day to day operations and quality to ensure adherence to all policies, procedures, and programs. Ensures unit & departmental performance measures are met or exceeded including inbound call management and outbound call performance. Perform other duties as assigned.
2 years experience in an insurance or call center environment required.
Education, Work Experience & Knowledge
College degree preferred. 4 years experience in an insurance, sales center or customer sales environment preferred. 2 years of management experience preferred. Thorough knowledge of business products, processes and procedures. Thorough communication, negotiation, supervisory and people development skills. Thorough performance management and problem solving skills.
Job Specific & Technical Skills & Competencies
Strong knowledge of product and associated processes. Strong verbal and written communication skills Strong keyboard and systems navigation skills Skillful with Word and Excel Thorough knowledge of business center/insurance operations. Superior customer service and policy service skills. Advanced interpersonal and negotiation skills. Advanced problem solving skills. Demonstrated leadership skills.
Weekend work hours - Occasionally Holiday work hours (Federal and religious) - Occasionally Travel - Occasionally
Operates standard office equipment - Continuously Sitting (Can stand at will) - Continuously Use of Keyboards, Sporadic 10-Key - Continuously
Licensing or Certificates
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.