Virtual Call Center Manager

General Description

Advocate Health Advisors is seeking an experienced Call Center Manager who will contribute to maintaining the highest quality standards in the Medicare space. Based in Venice, Florida, Advocate Health Advisors was formed in 2005 to change the Medicare experience for Americans across the country. As a member of our team, you will virtually manage a team of licensed Call Center representatives by providing real time support and training, drive sales goals, and accurately portray information provided by the carrier’s that we represent. By joining Advocate Health Advisors, you will be part of a fast-paced, thriving organization that provides health insurance to thousands of Medicare-eligible individuals across the country through our national network insurance agents.

The Call Center Manager conducts selling activities related to inbound and outbound calls inquiring about individual Medicare and other health plan products. The Call Center Manager requires a solid understanding of how organization capabilities interrelate across department(s) and overall business goals.

Responsibilities

• Consistently exhibits behavior and communication skills that demonstrate Advocate’s commitment to superior service, including quality, care and concern with every internal and external agent and customer.
• Mentors, coaches, and motivates virtual licensed insurance representatives. Monitors and evaluates departmental and staff performance and administers staff evaluations.
• Monitors and leads a virtual sales Call Center and a team of licensed insurance representatives.
• Manages the daily operations of the department including all workflows, turnaround times, production levels and staffing schedules on a daily and monthly basis, within budgetary and business planning guidelines.
• Assures coverage of all shifts as required. Develops and approves staff work schedules.
• Collaborates with management peers to prepare and present reports to Call Center Director.
• Utilizes multiple online licensed agent tools to assist agents while providing exceptional consumer experience.
• Tracks all sales activities and drives quarterly sales goals.
• Interpret complex reports, technical concerns, sales trends, and regulatory information. Provides publications distilling into actions as needed.
• Develops/maintains and communicates improved sales results through performance management.
• Collaborate with other professionals cross-functionally to ensure regulatory requirements are met for licensed insurance agents.
• Review & update company policies and procedures as needed and annually to keep them current and within carrier guidelines.
• Additional opportunities to manage projects and improve processes as needed.

This role requires a unique ability to develop relationships, analyze information and influence a virtual sales team to increase engagement and get the needed results. You will be working in a matrixed environment with multiple groups while ensuring that resources are used effectively to improve processes and achieve sales goals.

You will be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other opportunities you may be interested in.

Required Qualifications

• High School Diploma or GED or equivalent experience.
• 1+ years of supervisory experience in a Medicare Call Center environment.
• 2+ years of experience in the health care industry.
• Active Health & Life Insurance Licenses.
• Excellent verbal and written communication skills.
• Demonstrated ability to manage multiple projects and meet deadlines.
• Expert analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Strong organizational skills and attention to detail.
• Ability to travel as needed.

Preferred Qualifications

• Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college.
• 3+ years of supervisory experience in a Medicare Call Center environment.
• 5+ years of Medicare industry or Healthcare related industry experience and government programs
• Bilingual in English with the ability to speak, read and write Spanish, without limitations or assistance.

Advocate Health Advisors provides an unparalleled level of customized support and appreciation to our agents and agencies by leveraging our track record of success, best practices, and national partnerships and infrastructure. We help our agents succeed before, during, and after the sale by providing them access to quality products that promote consumer health and well-being. We operate in the United States and Commonwealth of Puerto Rico.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Management: 3 years (Required)
• Medicare: 3 years (Required)
• Team management: 3 years (Required)
• Sales: 3 years (Required)
• Salesforce: 1 year (Required)

License/Certification:

• Health & Life Insurance Licenses (Required)

Work Location: Remote