Idea Insurance Agency

About the Role

IDEA Insurance Agency is looking for a bilingual Client Experience Manager to join our team at our Orlando headquarters.

Key Responsibilities

• Lead, coach, and develop onsite and remote teams.
• Monitor and manage KPIs, productivity, attendance, quality, and overall team performance.
• Conduct 1:1s, coaching sessions, performance discussions, and team meetings.
• Ensure consistent compliance with company policies, procedures, SOPs, and workflows.
• Address performance or accountability concerns promptly and professionally.
• Analyze operational data and provide performance reports and recommendations to leadership.
• Manage client escalations and support an excellent customer experience.

Qualifications

• Bilingual English/Spanish – Required
• Proven management and Customer Service leadership experience – Required
• Demonstrated experience managing both remote and onsite teams
• Strong, verifiable experience managing KPIs and performance metrics
• Strong leadership presence with the ability to enforce expectations while maintaining a respectful and positive environment
• Excellent communication, organization, problem-solving, and follow-up skills
• Strong ability to follow procedures and ensure team compliance
• Advanced Microsoft Excel skills – Highly Desired
• Power BI experience – Highly Desired
• Project Management experience – Highly Desired