Remote Call Center Manager Jobs in Frederick, MD

Overview
At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better.
We're a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand.
By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.
The D2C Sales Supervisor will support the D2C Sales Center Manager in delivering the goals of the D2C distribution through effective management of the D2C Sales team staff and strong process controls that ensure positive customer outcomes. To work with the D2C Sales Center Manager to provide the D2C call center sales staff and case managers with the guidance, support and working environment required for them to exceed pre-defined sales, quality and productivity standards set for the business.
Responsibilities
Essential Responsibilities

• Responsible for supporting the D2C Senior Manager in the day-to-day management of the D2C Sales Team and optimization of work flow processes to ensure that Banner Life delivers a high quality customer experience that complies to optimized productivity standards, robust compliance controls and exceeds pre-defined sales goals in support of Banner Life's growth ambitions.
• Listen to calling sessions by agents, managers and case manager team for review and provide appropriate weekly coaching sessions as needed. Successfully implement training of sales tactics and awareness of skills/behavior coaching opportunities.
• Ensure that the D2C Sales Team adheres to strict life insurance licensing and appointment criteria across 50 states by managing daily data checks and to work with the marketing analytics team to ensure that any leads are distributed to agents that are correctly licensed and appointed.
• Partner with D2C Call Center Manager and marketing team to identify opportunities to improve the technology, data analytics and processes being used by the D2C Sales Team and continually optimize lead-to-sale success and improve customer outcomes.
• Partner with the D2C Senior Manager and marketing analytics teams to ensure that lead management and any additional incentive programs are optimized across the team to maximize yield and ensure good customer outcomes.
• Collaborate with marketing on implementation of new lead generation partners and/or marketing campaigns (including supporting new Banner Life partnerships where required) to educate, motivate, support and coach the sales staff in order to maximize lead-to-sale ratios and campaign success factors.
• Provide weekly forecast tracking updates to Sr. Manager.by understanding which agents are falling behind on target trends and where attention needs to be in the business based on the forecast track.
• Support the continual improvement of resource planning models through the analysis of daily telephone reports, identifying patterns, highlighting elevated peak times to mitigate abandon rates and using that insight to work with marketing to maximize lead-to-sale efficiency.
• Handle potential insured escalations and agent disputes as 1st level leader before, if needed, including Senior Manager of D2C in escalation. Implement a culture of transparency and accountability, fulfilled by customer satisfaction and high retention rate of potential insured business.
• Responsible for monitoring and documenting all aspects of D2C Sales staff individual performance, including agent sales productivity, quality assurance scores, work habits (absenteeism/tardiness), time card completion and all other pertinent, measurable functions or attributes. Provide feedback and coaching where required.
• Run successful weekly and monthly sales incentive contests directed by D2C senior manager to increase competition and productivity amongst the team
• Partner with the D2C Management in deliver of monthly, semi-annual and annual 1:1 performance reviews, documented discussions, verbal and written disciplinary documentation to staff and other communications where applicable. This includes working with the sales team to maintain individual training logs and career development roadmaps (as appropriate.) Providing a goal oriented, coaching, positive change environment for all Agents and staff.
• To work with the D2C Management on execution of business strategy and growth of call center operations and headcount in alignment with the ambitious growth plans of Banner Life. Execute the broader Banner Life initiatives and growth targets while adhering to the D2C strategy and growth goals.
• Assist the D2C Call Center Manager in identify, interview and on-board newly recruited staff. This includes ensuring new staff receive the required training to secure their life insurance license and continued education is successfully completed in a timely manner in order to maintain licenses/appointments.
• Validate systems and workflow to ensure all processes are functioning correctly and policy contract is 100% accurate. Identify any system weaknesses and define options to remedy. Work with IT to test and implement all system modifications.
• Complete all other reports and duties, including agent monitors, time sheets, overtime justification, work volume, achievement of sales targets, productivity & quality reports and other goals and objectives as assigned.

Qualifications
Education
High school diploma or equivalent
2 years of college
Experience/Knowledge
3+ years management experience
3+ years experience in a sales team/call center related position
Life, P&C or Health experience
Understanding of Life insurance products preferred
LOMA courses 281, 291, ALMI preferred
Skills
Positive Attitude
Highly Driven/Results Oriented
Ability to thrive in a fast paced/ever evolving environment
Self-Starter
Staunch supporter of D2C initiatives
Customer Centric
Motivational skills
Leadership skills
Strong organizational skills and ability to prioritize
Excellent communication skills, both verbal and written
Effective decision making skills
Detail oriented
Project management skills
Analytical and technical skills
Presentation skills
Comprehensive knowledge of Microsoft Office (Word and Excel)
What's in it for you?
The expected hiring compensation range for this position is $80,800 - $110,000 annually. This is a hybrid opportunity working out of our Frederick, MD office.
The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Annual Incentive Plan. The current target payment for the position is 8% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 15 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.
We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!
If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.