Call Center Supervisor

At The Family Security Plan, we prioritize employee growth and development. We value every team member's input, celebrate exceptional work, and uphold diversity, equity, and inclusion. Our culture fosters a supportive and enjoyable work environment, where making a positive impact on people's lives is at the heart of what we do. You will be afforded the opportunity to help protect families with affordable supplemental insurance protection from leading carriers. Our community is thriving. We are growing and have the opportunity to add an A-player to our existing, high performing team. Why not you?

The Call Center Supervisor plays a pivotal role in leading our sales team to success. This position offers an entry point into leadership, providing opportunities for growth within The Family Security Plan.

What's in it for You:

• Competitive annual base pay of $50,000 plus performance-based incentives
• Comprehensive total rewards package, including 401K with matching, medical, dental, and vision insurance, generous PTO, and an annual Volunteer Time Off (VTO) day to contribute to the community.

Experience and Skills:

• Minimum of 5 years experience in a Call Center
• Supervisory experience preferred
• Associate degree required; Bachelor’s Degree preferred
• Strong organizational skills
• Demonstrated business acumen
• Proven leadership skills
• Training and coaching experience required
• Excellent verbal and written communication skills
• Results-driven mindset
• Sense of urgency
• Ability to motivate and inspire others

Key Responsibilities:

• Supervise a team of 15+ lead generation specialists
• Oversee the department coaching program (team leads also report to Department Manager)
• Coordinate and lead monthly departmental meetings with the AVP-Manager
• Review quarterly metrics, ensuring management is informed of their teams’ performance, contributions, and areas of opportunity
• Maintain scheduling and staffing to ensure proper coverage; adjust time as necessary
• Conduct Quarterly Reviews
• Perform Quality Assurance (QA) reviews on a monthly basis
• Monitor floor activity and address questions and concerns
• Troubleshoot computer/telephone issues and work with individuals for resolution
• Handle member escalations as needed/requested from other agents, and bring to resolution

Additional Notes:

• Residents of Connecticut will need to work in the corporate office approximately three days per week.