Director, Call Center Sales
Acceptance Auto Insurance | Nashville, TN | Posted 7/17/2014
JOB DESCRIPTION

Acceptance Insurance (NYSE: FAC) is a leading provider of personal automobile insurance and other related products. Headquartered in Nashville, TN, Acceptance markets its services through the Acceptance Insurance, Yale Insurance, and Insurance Plus brands. The company operates over 380 retail locations in 12 states.

 

Acceptance Insurance offer a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program

 

As the Director of Sales Call Center, you will be responsible for overseeing all aspects the daily management of the Sales Call Center Team through the effective use of resources, with responsibility for meeting sales targets and planning areas of improvement for development. This position will build the Sales Call Center through strategy, goals and tactics necessary to achieve aggressive growth targets.

Responsibilities:
  • Supervise, motivate and coach the team towards meeting performance targets for sales, efficiency, and quality
  • Develop leadership within the team by coaching and optimizing the effectiveness of supervisors and team leads
  • Ensuring that we maximize each sale through our Quote to Win process
  • Planning and managing change
  • Managing the daily running of the Sales Call Center team
  • Establishing and maintaining schedules to meet the demands for in-bound/out-bound calls
  • Working with supervisors, team leaders, and third parties to gather information and resolve issues
  • Monitor calls to improve quality, minimize errors and improve performance
  • Review performance of staff, identifying training needs
  • Assist in managing staffing requirements and orientation of newly recruited team members
  • Coaching, motivating and retaining staff and coordinating reward and incentive ideas
  • Analyzing performance statistics and making decisions on the basis of these statistic



JOB REQUIREMENTS

  • Minimum of 5 years in call center management, preferably in insurance-related industry or any equivalent combination of education and experience
  • Strong customer focus
  • An exceptional knowledge of sales processes, sales techniques, company policy and management techniques
  • Good oral and written communications skills; the ability to independently make accurate sales coaching decisions and analyze results
  • Working knowledge of computers, internet, intranet, and Microsoft Office are required assets for this position
  • Comprehensive knowledge of the call center industry and subordinate positions are required.
  • Excellent interpersonal-management, presentation and communication skills are required including listening, verbal and written.
  • Strong organizational skills and ability to prioritize projects
  • Full understanding of company programs and systems
  • Ability to work early mornings, evenings and weekends
  • Good telephone manner to enhance relationships with customers
  • Multi-tasking skills required
  • Specialized knowledge of inbound/outbound call center sales functions is required. Relevant work experience is required
  • Must be either licensed or able to obtain Property and Casualty insurance license within 30 days of employment.
 



JOB SNAPSHOT

Employment Type: Full-Time
Base Pay: N/A
Other Pay: N/A
Industry: Insurance
Education: Not Specified
Experience: At least 5 year(s)
Manages Others: Not Specified
Relocation: Not Specified
Required Travel: Not Specified
Job ID: 2014-4269

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COMPANY OVERVIEW

Acceptance Insurance (NYSE: FAC) is a leading provider of personal automobile insurance and other related products. Headquartered in Nashville, TN Acceptance markets iys services through the Acceptance Insurance, Yale Insurance, and Insurance Plus brands. The company operates over 360 retail locations in 12 states.

At Acceptance, we're committed to delivering value to our customers in every possible way: lower costs, products you need, better service, and neighborhood locations. Our people work hard to help you get-and stay-insured. We know that auto insurance is a necessity for people who work for a living, and who need to drive feeling safe and protected. "Acceptance Means Value" isn't just a slogan, it's a fact.

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