P&C Insurance Call Center Manager

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