Remote Call Monitoring Jobs in Warwick, RI (NOW HIRING)

Responsible for leading a team of remote and/or hybrid insurance sales agents and customer service representatives. This role involves driving sales initiatives, ensuring operational excellence, and providing professional and technical guidance. The role also includes supporting the development and implementation of sales strategies, providing guidance, training, and mentorship to the team, and ensuring each customer interaction meets Five Diamond Service standards.
What you will do:

• Monitor and analyze sales data, identify trends, and propose improvements for the team to meet and exceed goals. Conduct daily huddles to identify opportunities, share best practices, and foster a team coaching environment. Provide regular feedback and coaching to each team member with a personalized approach. Supervise staff to achieve specific measures including productivity, average speed of answer, and telephone average handle time goals. Ensure Agents have a solid understanding of activities such as account-rounding and renewal enhancement programs. Monitor and track telephone queue performance to goals, taking corrective action when required. Conduct call monitoring and provide feedback.
• Supervises and monitors the activities of the Agency team, implementing and monitoring all department guidelines and policies. Plan, assign, and supervise work; create and organize schedules to meet team and department workflow demands. Participate in the hiring process and ensure adequate training of employees. Motivate and encourage representatives through positive communication and feedback. Appraise performance, recommend merit increases, and ensure proper disciplinary action of employees. Advocate and ensure adherence to policies, procedures, and industry standards through call monitoring and review of new business submissions.
• Identify training needs, focusing on knowledge of industry, sales ability, and customer service skills. Work with Training Specialists to develop effective training modules and practices. Evaluate the effectiveness of current training practices and identify areas for improvement. Support and monitor compliance with all Club training efforts, particularly the delivery of Five Diamond Customer Service. Capitalize on opportunities to develop professional and technical skills of staff. Make recommendations regarding procedural changes to enhance staff effectiveness and improve overall customer service delivery. Implement quality and retention assurance programs, focusing efforts on the delivery of customer service.
• Work with insurance companies and Club underwriters to handle complex files and find acceptable solutions to problem policies. Utilize Five Diamond service standards to build professional relationships and handle unique circumstances and client complaints. Advise clients of AAA policies and utilize all available resources to provide positive alternatives to resolving conflicts. Authorize exceptions to such policies with the approval of the Insurance Agency leadership. Handle customer escalations and resolve issues to ensure total satisfaction.
• Stay updated with industry trends, product knowledge, regulatory changes, and insurance carrier products. Ensure all agency processes and procedures are followed in quoting and binding coverage, as well as receipt and processing of all member payments. Partner with Quality Assurance and Underwriting departments to minimize error and omission exposures.

What You Will Need

• Associate's Degree in Business or related field required or
• 3-4 years additional experience required and
• Bachelor's Degree in Business or related field preferred
• 5+ years Insurance Industry Experience required or
• 2+ years In Preceding Job Level required and
• 1+ years Direct/Indirect Leadership Experience required
• Valid Property & Casualty License Upon Hire Required
• Service Tier Insurance designation (CISR, ACSR) Upon Hire Required
• Work towards Professional Tier Insurance Designation (AAI, ACS, AIM, AINS, AIS, AIT, API, ARM, AU, FSCP, WMCP, RICP, ChSNC) Upon Hire Required

Why AAA Northeast

Career Growth: With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.
Trusted Legacy: With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.
Future-Focused: With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.

What We Offer

• Award-Winning: We’ve been named as a Top Employer for the last 7 years
• Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
• Paid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
• Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!
• Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.

At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our “cameras on” approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located.
We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement. We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.