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P&C Insurance Call Center Manager

Posted On: Jan 12, 2021

Location: Troy, Michigan, US

Company: Qualfon

The Property and Casualty Insurance Manager is responsible for planning and managing all day-to-day team functions and associated duties for specific client-based assignments.  The successful candidate will work with senior management and client as part of the overall client and company growth strategy.


Key Responsibilities:

  • Drive implementation of client plans across multiple products and platforms
  • Maintain and improve call center operations by monitoring system performance managing day-to-day business including (but not limited to) pipeline development, sales cycle management, collaboration, teamwork, and best practice sharing
  • Co-Lead an experienced team of agents, leveraging a broad level of P&C insurance expertise in a cohesive and collaborative manner
  • Handle Customer escalations and underwriting issues
  • Implement tactics, and utilize industry trends to increase month over month performance.
  • Daily monitoring and management of individual and team activities         
  • Partner with clients and internal Client Solutions group to meet or exceed program expectations
  • Coach and motivate employees; managing performance and disciplinary issues as appropriate      
  • Document staff performance; work collaboratively to establish improvement plans; Make hiring and termination decisions        
  • Motivate and encourage team through positive communication and feedback         
  • Schedule residual training and departmental meetings         
  • Develop contests, awards and themes that increase agents' loyalty, engagement and focus         
  • Support the overall call center operations strategy  


Qualifications and Skills:

  • Proven performance in sales environment, with excellent track record
  • At least 5 years supervisory/management experience with a hands-on management
  • Active Property and Casualty license 
  • Excellent communication and leadership skills
  • Preferred 7-10 years' experience dealing with high net worth clientele in property and casualty insurance
  • Bachelor degree in Insurance, Business, or communications.
  • Proven ability to sell using excellent solution and consultative sales skills and the ability to apply creative thinking to the sales process
  • Proven ability to understand and manage details of programs and explain key elements to both team members and clients
  • Ability to learn and communicate complex product concepts
  • Excellent interpersonal skills, time management, and multi-tasking abilities
  • Ability to prioritize and manage numerous projects on tight deadlines with limited direction
  • High degree of initiative and keen sense of urgency
  • Should have a solid background in features-benefits-solutions selling
  • Able to work successfully with a diverse group of people