This position involves managing a team of 15-30 members.. Duties would include, but are not limited to, managing, training, coaching, and developing all four skill groups (Outbound, inbound , underwriting coordinators and policy fulfillment) in order to ensure we provide effective customer service while maximizing the number of accurable policies

Essential Functions:


  • Manage four skill groups to achieve/surpass KPI (Key Performance Indicators)
  • Manage and direct workflow
  • Council/train and coach four skills to optimize production goals
  • Establish procedures
  • Analyze production reports
  • Respond to employee inquires
  • Identify ways to improve the process
  • Monitor Case Specialist’s phone calls and e-mails
  • Attend departmental meetings
  • Hire/train/terminate employees utilizing HR policies/procedures established

Knowledge, Skills, and Abilities:

  • Strong leadership skills
  • Team player
  • Strong organizational and time management skills
  • Strong conflict resolutions skills
  • Ability to effectively train/coach employees
  • Demonstrate initiative, discretion, and integrity
  • Strong work ethics
  • Excellent oral and written communication skills
  • Detail oriented
  • High energy level
  • Works well under pressure

Training and Experience:

  • 2-3 years of experience in a call center production environment, specifically case management
  • 3+ years of management experience required
  • College degree preferred
  • Background in insurance is a plus

Supplementary Information:

This description is based on management’s assessment of the requirements and functions of the job as of the date this description was prepared. It is a general guideline for managers and colleagues. But it does not purport to be an exhaustive list of all the elements of the job. Management reserves the right to modify on a temporary or indefinite basis to meet production, scheduling, or staffing needs