Agency Manager

SUMMARY 

Responsible for providing a wide variety of supervisor support services in support of the Insuractive's business unit employees to promote the company's product portfolio and increase company revenue and profit; and work collaboratively with the Vice President,  Insuractive in a variety of sales supervisory/management functions.     

ESSENTIAL DUTIES AND RESPONSIBILITIES  

•    Sales Management & Agency Development:  Work collaboratively with the Vice President, Insuractive in a variety of sales management functions including but not limited to: daily coaching and mentoring of Licensed Agents as well as direct report Supervisors; daily monitoring of Licensed Agent phone calls from their respective desks as well as silent monitoring.  Working with Supervisors to assist in development of their respective staffs and the agency as a whole.  Providing oversight and serving as a mentor to Supervisors.  Working with the Vice President, Insuractive to establish clearly defined and achievable sales results within the division, as well as establishing marketing campaigns and initiatives to drive sales results.  Work with Supervisors and Licensed Agents to ensure division performance measures are met and/or exceeded including inbound ACD call management and outbound call performance.  Meeting with Licensed Agents and Supervisors to review performance on a consistent basis.  Review statistics including but not limited to: Average Speed to Answer, Call abandonment percentage, active rate, working rate, number of inbound and outbound calls, average talk time, calls per hour, applications sent and sales completed as well as overall presentation and sales skills.  Over site of Lead program including lead forecasting, budgeting, procedures, distribution and suggesting areas of improvement with Licensed Agents.  Assisting in determining appropriate lead flows to each Licensed Agent.  Assures each Licensed Agent is selling in an approved and compliant manner.  Continually looking for ways to increase Licensed Agent efficiencies and performance.  Assisting with directing, developing and counseling in an environment that encourages communication, learning and motivation.  Shares responsibilities and accountability with the team for delivering quality service.  Assists with determining work procedures and workflow and prepares work schedules to meet the needs of the business unit.  Responsible for working with management to resolve issues and to help meet the objectives of Insuractive and Senior Market Sales objectives.

•    Supervision: Direct supervision of the Insuractive Licensed Agent and Supervisors. Supervisory responsibilities include:  in conjunction with the Vice President, Insuractive assigning/checking work, plan/appraise job results, annual performance reviews within the employee’s anniversary date month, coordinating scheduling needs; new hire orientation and training; and providing policy and operational leadership. Advising and providing direction and support to Licensed Agents in areas including but not limited to continuing education requirements as well as certification requirements where applicable.

•    Program Operations/Administration:  Coordination, facilitation and management including but not limited to special projects required of insurance carriers, and business partner relationships, including development of business plans and coordination of action steps of multiple stakeholders.  Coordination and management of business relationships with key internal partners and significant external partners and vendors; Presentations at internal and external meetings.  Assist with developing Critical Success Indicators (CSI)s for key departmental initiatives.

•    General Management:  Work collaboratively with fellow senior staff to advance the values and mission of Insuractive and Senior Market Sales provide strategic, policy and operational leadership; and assist with handling sales calls as needed based upon business needs.  If supervising a location  outside of the Company’s main office in Omaha, Nebraska:  Manage and coordinate the day-to-day facilities issues for the Insuractive - Special Markets office space and building maintenance, plumbing and electrical needs, and security system for the off-site facility.

•    Agent Support Functions: Assist with promoting the company’s product portfolio with specialization in the designated insurance products.  Be familiar with all company assigned products and services that are related.  Assist with coordination and participate in the implementation of special campaigns.  Assistance with and participation with the process of completing tasks as assigned.    Direct supervision of assigned Insuractive Licensed Agents and Supervisors.

•    Performs other duties as assigned by management. *
*These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent.  However, these tasks still constitute important performance aspects of the job.

QUALIFICATIONS

EDUCATION / EXPERIENCE 

High School Diploma or GED

Bachelor's Degree in marketing or related field

Five (5) or more years management/supervisory experience

Life and Health Insurance as well as Medicare experience

Prior Customer Service, Call Center or Insurance Sales supervisory experience

Strong verbal and written proficiencies of the English language and bilingual (Spanish and English)

Life and Health licensed or the ability to obtain a license within 90 days of employment.   

SKILLS

Active Life and Health Insurance license in resident state or the ability to obtain one within 90 days.

Working knowledge of insurance services industries and specific current knowledge of product lines assigned to the Licensed Agents.

Knowledge of the general industry procedures, practices and terminology.

Knowledge of insurance product lines.

Knowledge of business processing functions including insurance accounting practices, systems, technology and related federal and state regulations.

Knowledge of program and project management including outcomes, quality assurance, and satisfaction measurement and interpretation.

Knowledge of supervisory techniques to accomplish instruction, motivation and training of personnel.

Skill to supervise, motivate and train.

Skill in working effectively with other company departments, internal marketing staff, home office personnel and agents.

Skill in working effectively with inbound and outbound callers/customers.

Skill in negotiating and problem solving to resolve internal and external conflicts.

Skill in the use of office equipment including computer, fax, printer, telephone system, etc.

Skill in the use of time management and organization skills.

Skill in maintaining effective working relationships with all customers, employees and the general public.

Skill in project management.

Proficient computer skills (Microsoft/Word, Excel, PowerPoint, Adobe Acrobat, MS Outlook software preferred).

Ability to communicate effectively, both orally and in writing, in a constructive manner.

Ability to approach and communicate with a wide range of personalities in a professional and courteous manner.

Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations.

Ability to engage in effective interpersonal interaction, verbal communication and written communication.

Ability to persuade.

Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests.

Ability to read, write and communicate English effectively.

Ability to maintain all company policies, including all confidentiality and safety policies.

Ability to actively contribute to team effort.

Ability to work independently, exercise independent judgment, make and execute decisions.

Ability to be a self starter, motivated and accomplish goals and tasks within a given time frame.

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