Company Overview
Keystone Advisors is a full-service marketing company aligned with Top Health Insurance Carriers to provide our partners and clients with a broad and competitive portfolio of Insurance Options. We have over 20 years’ experience in Insurance marketing while serving our local communities with Medicare, Individual, Group Health, Life, and Annuity products. The foundation of the company and its employees lies in our core values: Customer service, integrity, compassion, tenacity, & being a team player.
Job Summary
Responsible for overall call center results within the business unit. This position will oversee and implement call center policies, performance practices, and procedures to improve cross-functional teams. Provide oversight of contact center operations to achieve company and department goals.
Duties and Responsibilities
- Coach and mentor call center leadership and sales team to meet department goals
- Ability to manage various shifts of employee personnel to meet designated sales goals with various projects during the selling season (Oct to December)
- Provide contact center value to our people, process, and technology through industry experience and research
- Compliance oversight- Ensure teams have the knowledge and ability to work within CMS and industry compliance standards
- Reporting- Ability to create and track daily agent, and manager performance, and accurately forecast department budgets. Create ad-hoc reports and dashboards as needed
- Increase Department Profitability through market strategizing
- Ability to create and manage workforce management plans
- Present monthly and annual contact center action plans and objectives
- Grow existing business through performance achievements and positive client NPS
- Other duties as assigned
Qualifications
- 5 years of prior Call Center Management experience required
- BA in Business Management/Information Management (recommended)
- Minimum of 2-year background in Health care or Health insurance industry
Experience/Knowledge/Skills/Abilities/Training
- Excellent understanding of technology, software applications, phone, and computer systems
- Proficient in software programs: CRM, VoIP phone, online applications, and intelligent reporting systems
- Ability to create and implement policies and procedures to ensure smooth operations to meet company goals and objectives
- Personable with staff to ensure a positive and productive culture
- Excellent relationship-building/interpersonal skills/management experience
- Exceptional training and coaching skills to motivate employees
- A Leader of Leaders
- Solid time management skills
- Ability to work flexible hours as required to meet business needs
- Proficient in use of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)
