About the position
Responsibilities
• Drives customer retention results.
• Leads, coaches and develops Conservation team concentrating on individual retention productivity along with meeting activity standards.
• Focus on quality customer service, retention and customer loyalty.
• Communicates goals and monitors individual, team and call center results to identify and act on both positive and negative trends to ensure attainment of financial and performance targets.
• Works to remove barriers for front line staff in order to exceed customer expectations.
• Hires, onboard and trains new Agents.
• Manages performance through effective coaching and counseling.
• Manage the team to ensure that persistency targets are achieved.
• Conducts daily call monitoring to identify coaching opportunities.
• Reinforces learning on a daily basis through call monitoring, individual agent coaching, and assessment of agent analytics.
• Resolves escalated customer issues.
• Leads team through change by developing a positive team relationship.
• Ability to motivate employees and create a culture that supports high employee morale and career development.
• Gathers data, evaluates information and presents feedback to Agents for increasing performance, overall productivity and skill sets.
• Facilitates compliance with all corporate policies.
• Handles multiple assignments in fast paced atmosphere.
Requirements
• High School Degree required.
• Bachelor’s degree or equivalent work experience highly preferred.
• Excellent interpersonal and relationship management skills.
• Excellent oral, written and presentation skills.
• 3 or more years of successful call center experience.
• Understanding of call center technology, terminology, and operating environment.
• Proven track record of decreasing operating costs in a phone-based environment.
• Health Insurance License required.
• Ability to multi-task, drive results, think strategically and implement a new business growth strategy.
• 2 or more years people management experience.
• Extensive background in Medicare and other supplemental health products.
• Experience with upselling customers to another product.
• Working proficiency with metrics, measurements, reports and operations.
• Strong organizational and analytical skills that result in conclusive recommendations.
• Expert knowledge of Salesforce, Excel, PowerPoint and Office products.
