Job Description

Responsibilities

Assists employee in meeting customer and ESP expectations by enforcing the need for quality and consistency while preforming telephone interviews. Communicate with training department regarding call monitors and ongoing training expectations for direct report.
Enforces ESP policies, procedures and productivity standards. Impose disciplinary actions. If necessary, coach current employees regarding policies, procedures and productivity standards.
Communicates with direct supervisor when necessary regarding disciplinary actions, or company policy, and/or procedures.
Coaches and/or disciplines employees in areas of concern.
Communicate on a regular basis with direct reports.
Motivate and hold employees accountable for goals and expectations.
Ensure thorough documentation when necessary.
Ensure that annual reviews are thorough and objective.
Conducts weekly team meetings as part of the ongoing training process. Expected to meet in group setting when possible to create team atmosphere and build core group.
Contributes and takes part in management meetings, takes notes and asks questions to ensure understanding.
May contribute to hiring process and interviewing process.
May assist in the recruitment and hiring of new employees.
Monitor current procedures and make suggestions for the accounts responsible for. Look for ways to improve all functions in the underwriting service center to become more efficient.
Responsible for following all privacy laws and FCRA.
Completes telephone inspections and point of sale calls as needed, maintaining the ability to manage and produce.
Set an example for other employees, following all company guidelines, policies and procedures.
Performs other duties as assigned.

Requirements

EDUCATIONAND EXPERIENCE 

Required:

High School Diploma or equivalent
Minimum 1 year management experience

Preferred:

Completion of LOMA 280, 290, and 301,
Proven years of management experience in a call center or similar setting

SKILLS AND ABILITIES

Advance  leadership skills
Strong computer skills
Medical terminology knowledge
Life Insurance knowledge
Excellent customer service skills 
Effective verbal/written communication
Maintaining professionalism at all times.