Call Center Health Insurance agent Supervisor

Job Type: Full Time
Hours: M-F Staggered shifts
Salary: $26.00 Hourly

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

Summary of Position:
A Health Insurance Call Center Supervisor is a professional who is equipped to coach, motivate, and train their team members as they assist callers and provide support to our clients. They also help the management in daily operations, from the hiring process to going live on phones and monitoring their success on an ongoing basis. This person will also collaborate with senior management to ensure client goals are met and the program runs efficiently. To prepare for this role, supervisors will receive three weeks of paid training beginning in early October, which reinforces ASLAN selling techniques and a customer-centric sales process with an A+ rated health insurer.

Responsibilities:
• Meet daily, weekly, and monthly team sales goals.
• Review reports to check the team’s progress and take necessary action to create improvement plans.
• Motivate the sales representatives by using creative techniques to help agents perform at their best.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational and administrative issues and suggest improvements by following Customer Services Standards.
• Cultivate a team environment that promotes empathy, professionalism, and productivity while upholding excellent work ethics.
• Collaborating with other supervisors and management team members to support agents and maximize customer satisfaction.
• Assist the General Manager/Program Manager with investigations, problem resolutions, and counseling.
• Create and maintain updated records of staff member participation in all meetings and produce reports accordingly.
• Coach staff members on skills and career development.
• Collaborate with cross-functional teams to support team members with technical, operational, and quality-related issues.
• Undertake and perform special projects and assignments as assigned.

Required Education / Certifications/ Experience:
• Minimum 1 year of Call center, customer service, or supervisory experience required with a strong history of managing multi-functional teams.
• Should have experience with creating and implementing coaching plans and collaborating with team members to meet the SLAs.
• Must have basic knowledge of MS Office, including Word, Excel, and PowerPoint. Experience with spreadsheets and reports to derive usable data will be preferred.
• Must be a team player and have the ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Must have experience communicating with Sr. Management during Virtual meetings and emails using exceptional verbal and written communication skills.
• Minimum one year ACA sales experience
• Proficiency with sales closing techniques
• Experience using the Health Sherpa platform
• Salesforce experience is a plus

Language
• English as a primary language

Skills RequiredMust be able to:
• Speak, read, write, and understand English.
• Provide legible communication and directions.
• Think clearly, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly from senior management and work cohesively with co-workers as part of a team.
• Work with minimal supervision and adapt to a constantly changing environment.
• Must provide a Windows-based computer running Google Chrome (Chromebooks, Stream Books, tablets are not compatible).
• Provide USB-connected Headphones with a Microphone and a Mute Button. (Bluetooth is unacceptable.)
• Completion of pre-screening assessment

Schedule
• The ability to commit to a 40-hour work week within our hours of operation of 8:30 AM to 6:30 PM EST.
• Training begins in early October.
• Production begins on November 1st and continues until December 15th.
• 100% attendance is required for both training and production
• One 30-minute unpaid lunch break and two 15-minute paid breaks.

License/Certification
• Health Insurance License (Required)
• South Carolina Health Insurance License (Required)
• Federally Facilitated Marketplace (FFM) Certification (Required)

Physical DemandsMust be able to:
• Stand, sit, or walk for an extended period, or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, and subordinates through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Must be able to work in a home office in a quiet place without external interruptions.

Success CriteriaTeam Player
• Demonstrates cooperation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Anticipates the Agent’s needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful, and genuine behavior with internal and external clients
• Delivers their best
• Has energy and a sense of urgency for his/her work
• Resourceful, makes things happen, and looks for ways to work more efficiently

Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never let personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is dependable and demonstrates the ability to work without supervision
• Demonstrates an elevated level of personal integrity, honesty, and trust

Time Management
Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can deal with a broader range of activities and makes decisions in a timely manner.
Standard Specifications
Requirements represent the minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent must possess the necessary skills and aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to their health and safety, as well as the health and safety of other employees or Partners.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and is subject to periodic change in consideration of changing operational and environmental requirements. Such changes will be discussed with the job holder, and the job description will be amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
Due to the nature of the industry, employees may be required to work varying schedules to reflect the business needs of the account, which may include overtime, weekends, and holidays. The employee will perform any other duties as are within the scope, spirit, and purpose of the job as requested by the line manager or Head of Department/Division.
The employee will actively follow AnswerNet policies, including Equal Opportunities policies.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
Grooming
All employees are required to maintain a neat, clean, and well-groomed appearance in accordance with AnswerNet Policy.

AnswerNet is an equal opportunity employer. We endeavor to select, place, train, and promote the best-qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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