Overview:
Join the team at American Collectors Insurance, where passion meets protection!
We are looking for a Sales Operations Supervisor. This person will play a critical role in shaping the future of our high-performance call center by providing frontline leadership for the execution of sales activities.
In this role you will:
- Oversee a sales team, managing daily sales operations to ensure service level goals and requirements are met
- Provide direct oversight and coach your team to achieve and exceed their sales targets while ensuring underwriting standards are consistently met to maintain profitability
- Be responsible for streamlining operations, improving processes and follow-up practices to boost new business production overall
- Identify opportunities to improve sales effectiveness, champion improvements and support change management across sales teams within the division
As a specialty auto insurance company our daily underwriting needs differ from other insurance companies. Our sales reps are expected to always maintain 100% compliance with our underwriting standards and guidelines. As the Sales Operations Supervisor you will provide support and coaching to help your team maintain this compliance and provide exceptional customer service.
If you are passionate about developing others, improving sales outcomes and driving meaningful change, this is an opportunity to lead a dynamic team toward sustained success.
This role can be done in-office, hybrid or fully virtual from anywhere in the continental US. Our office is located in Cherry Hill, NJ.
About the company: American Collectors Insurance has been specializing in collector car insurance policies since 1976. An industry leader with an A+ service rating, we offer peace of mind through industry-leading insurance protection for appreciating collector vehicles and collectible items that have special historical, sentimental, or financial value.
As part of NSM Insurance Group, American Collectors Insurance collaborates with Condon Skelly, Heacock Classic and JC Taylor Insurance, forming a powerhouse collective within the realm of collectibles and collector car insurance. Our mission transcends insurance; we are on a journey to "Embrace, Protect, and Expand the Collector Community." This is more than a motto; it's a commitment to fostering a vibrant community of enthusiasts, historians, and guardians of prized possessions.
Join us at American Collectors Insurance, where every day is an opportunity to contribute to a rich legacy, protect cherished memories, and be part of a community that values passion and excellence. Embrace the extraordinary – apply now!
Compensation: $75-95k/yr depending on experience level
Benefits: health insurance (medical, dental, vision), flexible spending & health savings accounts, life insurance, retirement plan, paid time off, employee referral program
Responsibilities:
- Coaching & Development:
- Train, manage and motivate a Team of representatives to achieve their sales goals, making sure they evaluate and select risks that will result in profitable growth.
- Work with Team Lead to ensure proper training of Team. Identify skill/knowledge gaps in Team members to develop methods to ensure a well-functioning Team.
- Leads continuous improvement efforts for Team through daily huddles. Provide constructive feedback to underwriting staff and conduct follow-up sessions to ensure continued development.
- Conduct engaging & ongoing coaching sessions with your team to meet or exceed sales goals.
- Improve objection handling and closing techniques to maximize sales effectiveness.
- Quality monitoring and auditing of Team.
- Display leadership competencies including ability to delegate, engage and inspire others.
- Support Change Management:
- Support and champion team members. Collaborate with management to identify training needs based on sales and underwriting performance data as well as feedback.
- Set expectations, communicate, and motivate staff while achieving divisional goals.
- Effectively communicate the why’s and how’s of changes to improve customer focus.
- Identify opportunities to improve sales effectiveness across sales teams in division and champion process/methodology improvements to improve change management / adoption and effectiveness across other sales teams.
- Implementation of strategies in support of organizational goals.
- Metrics-Driven Leadership:
- Monitor team performance using key performance indicators (KPIs), tracking productivity, accuracy, and problem resolution.
- Drive improvements in efficiency and overall service levels, and oversee other daily metrics established by Leadership.
- Fully accountable for Team results - collect and monitor metrics data related to productivity, volume, accuracy, and problem resolution.
- Team Management:
- Work with HR (Human Resources) to improve effectiveness of Team composition.
- Onboard, develop, coach, and evaluate assigned staff.
- Provide timely feedback, set performance goals, review individual progress, and maintain monthly performance documentation.
- Work with management to prepare/deliver performance reviews, to include disciplinary action and termination in accordance with company policy when necessary.
- Review individual and team performance statistics to review with employees and coach developmental opportunities.
- Maintains confidentiality and security of sensitive data and reports including personnel data and financials.
- Assist with Complaint Calls.
- Process Improvement:
- Evaluate, maintain, and improve the quality of the underwriting department’s sales processes.
- Provide insight and feedback to improve and modify current policies and procedures.
- Identify processing inconsistencies or lack of controls and take ownership of action plans to remedy the situation.
- Actively seek improvements to current processes.
- Performs other duties as assigned.
Qualifications:
- Required Qualifications:
- Bachelor’s degree or High school diploma (or equivalent)
- Active Property & Casualty Insurance License or willing to obtain one within the first 180 days of employment.
- Strong knowledge of sales techniques & tools, lead qualification and customer service best practices. Ability to motivate and inspire. Knowledge of call center operations preferred.
- Demonstrated success in a team environment.
- Excellent written and verbal communication skills.
- Desired Qualifications:
- Prior supervisory and/or team leadership experience.
- Prior experience in sales industries where risk quality needs to be seriously considered (e.g., licensed insurance sales, loans/mortgages, shipping/logistics, etc.) is a plus.
- Experience with data analytics tools like Excel and Power BI or similar.
- Experience with CRM platforms like Microsoft Dynamics.
#LI-BD1
#LI-Remote
