call center manager
Petplan, America’s #1 rated pet insurance provider, is searching for a talented call center manager to join our rapidly growing team in our suburban Philadelphia headquarters. This is an exceptional opportunity to begin working in the booming animal health market and to join one of the fastest growing companies in America! Petplan’s new location in Newtown Square, just minutes from both Center City and the Main Line, boasts amazing amenities in a 210-acre parkland campus perfect for both people and pets.
campus features a fitness center with on-site personal training staff and aerobic classes like spinning, step and yoga, a basketball court, weight room, juice bar, massage and daycare facilities. There’s also a full service cafeteria and beautiful walking trails, outdoor seating and exquisite treescapes.
Our call center manager is an organizational leader who inspires our sales team to increase conversions, and our customer service team to make customers smile. You must be passionate, positive, determined and focused. You must have a willingness to learn, motivate and consistently strive for growth. You should be able to demonstrate a diverse employment history that includes proven leadership of a customer-facing team, and the ability to grow a successful sales force. A history of exceeding expectations and maximizing performance – including receiving management awards for sales, leadership and innovation – is highly desired.
Experience managing a call center unit handling sales, service, training, QA and retention is required.
A desire to shape the development of an industry-leading organization is needed. A sense of humor is non-negotiable. Pet lover a must!
Lead, motivate and inspire a call center based inbound sales team and customer service team.
Coach, mentor and provide training to enhance overall sales conversion and customer satisfaction rates.
Conduct timely reviews and communicate development needs with associates. Set goals and identify areas for improvement.
Create custom reports to track all customer service metrics.
Develop and implement a scorecard to aid in the training of all associates.
Participate in recruiting, interviewing, selecting and retaining quality associates and ensure all positions are filled in a timely manner.
Maintain high morale through efficient, timely communications of policies and other information. Follow through on all concerns or problems that develop within the call center.
Ensure call center management team is providing effective coaching in order to improve performance of all agents.
Recognize associate performance and motivate to improve sales and customer service targets.
Develop and monitor weekly and monthly schedules.
Create aggressive plans and corresponding performance targets.
Function as the expert for ideas on how to generate sales leads in line with the strategic goals of the organization.
Ensure sales targets are met and new goals are set.
Create and deliver sales/ new business/ forecasts reports to Senior Management when required.
Build out, train and support a customer retention department.
Drive customer service quality through the implementation and training of MAGIC customer service standards.
Ensure the inbound service team handles all incoming service calls in a timely, efficient and comprehensive manner.
Manage a team of customer service supervisors, quality and training professionals as well as all customer service agents.
Embed the practice of adding value through a consistent sales process and by exceeding customer expectations.
Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high level of integrity.
Maintain professional internal and external relationships that meet company core values.
Proactively establish and maintain effective working team relationships across all supporting departments.
Ensure the sales team handles all sales calls aiming to develop initial prospect interest into leads and sales.
Ensure the sales team has the skills, behaviors and ambitious development plans in place to reach and exceed given targets.
Consistently raise the bar and exceed team and business goals.
Proficient in applications such as Microsoft Outlook, Office, Excel, Visio, PowerPoint, Salesforce, Sequel, and Crystal.
Experience managing a business unit including forecasting, strategy, vendor management, technology change initiatives, and business management enhancements.
Actions exemplify outstanding client business development and customer service.
Ability to productively interface with a wide range of customer types.
Ability to work collaboratively and efficiently to meet/exceed established team goals.
Capacity to adapt in a fast-paced, dynamic, performance driven environment.
Demonstrated ability to communicate and influence effectively, both orally and in writing.
Professionalism and empathy are vitally important to our brand. A high level of emotional intelligence and a proficiency in solution and consultative selling.
Ability to highlight features and benefits as they relate to individual client needs.
A dynamic, determined, professional and confident character.
Awareness and interest of the Pet Insurance Industry and its potential for the future.
The position is full time with a competitive salary. Comprehensive benefits package includes health, dental, 401K, paid vacation personalized candy jar and of course, pet insurance!
Petplan Pet Insurance