Manager, Agent Concierge
Globe Life Inc.

Job Info

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Job Description:

Manager, Agent Concierge

Primary Duties & Responsibilities

The Manager of Agent Concierge will oversee the Agent Concierge department and all Representatives. These teams support our field Agency Owners and State General Agents in recruiting and onboarding new hires. This person will manage an existing in-house contact center (inbound and outbound) and will recruit, lead and mentor additional staff as our contact center operation continues to expand. The ideal candidate will continue to evolve the team and processes in an effort to assist more agents through the licensing school process and become appointed with one of the Globe Life companies as quickly as possible. This position has a hybrid schedule with an on-site schedule to the corporate office located in McKinney, Tx, 3 days a week, 2 days WAH.

• Manage a full-time and part-time staff including various levels of employees (supervisors and contact center representatives)
• Hire, train, and develop staff members to ensure that all departmental goals are met efficiently and effectively
• Write and perform annual reviews and corrective action plans with staff members
• Evaluate and ensure key performance metrics (KPIs) are met and maintained
• Coach and develop Supervisor staff to improve overall success rates
• Collaborate with Senior Management on the integration of the Concierge program in all agencies and ensure that a balanced communication plan is in place with each
• Assist with ensuring the department's training program is current and effective for all new and existing contact center representatives
• Use data-driven analysis to optimize contact center operations and to make recommendations for changes
• Ensure that tests and procedure changes instituted by the department perform as expected, while identifying and eliminating the causes of any adverse trends
• Communicate with our field offices to keep an open dialog to address needs or answer questions
• Assist with implementation and development of new technology
• Partner with the Analyst team to manage lead volume and new hire progress as they move through the processes
• Manage various technology resources such as ringless voicemail, outbound calls, and text campaigns
• Ensure staffing levels are appropriate as call volume increases or declines
• Manage vendor relationships to ensure incoming data is accurate and meets department needs
• Truly own the full process and recommend process changes as applicable

Required Skills

The successful candidate will have proven track record of training, developing and managing telemarketing/telesales teams - financial or insurance industry preferred. They must have excellent communication skills and the ability to effectively develop and manage processes, prioritize work and meet deadlines. Other key attributes include:

• Outstanding communication and interpersonal skills
• Computer proficiency in MS Office
• Results-oriented
• Ability to set clear direction and to train others in telemarketing/telesales function
• Solid understanding of reporting and metrics
• Excellent problem solving skills and leadership skills
• Strong ability to develop and motivate staff members
• Should be able to set, satisfy, and exceed projected targets

Required Knowledge & Experience

• Bachelors of Business Administration or Bachelors of Science Preferred
• Minimum 2 year's experience in telemarketing/sales or contact center management
• Life insurance or financial industry experience preferred

This job has expired.