Call Center Operations Supervisor-Sales - U.S. LawShield

Houston, TX 77058

About the Job

At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently. Our company was established in 2009. After initially launching in Texas as Texas LawShield®, the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became U.S. LawShield.

Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?

Apply if you have/are:

3 years of people management and strategic experience, ideally within a contact center environment, coaching and professionally developing direct reports and teams
The ability to hire and train contact center advisors in the company’s customer service policies, procedures, and best practices.
Experience developing engaging, collaborative, performance-oriented action plans; handling of disciplinary action in accordance with company policy
3 years of experience with a proven track record of success in customer service and/or relational sales arena
Highly collaborative, analytical, and customer experience focusedStrong presentation, written, and verbal communication skills
Ability to build trusting and professional relationships with colleaguesFluency in contact center speak and the vital KPIs required to provide exceptional service
Proficient computer skills with the ability to learn new software
Bachelor's degree preferred
Property and Casualty Insurance License or the ability to attain one

Day-to-Day Duties:

Supervise, monitor, and report on staff performance, including the establishment of performance expectations, providing feedback, coaching, professional development, and change management to contact center advisors and team leads
Review and report on key performance objectives
Identify recursive training needs for advisors and track training performance
Ensure advisors are informed about changes to company products and services
Ensure we are continuously improving regarding ease of doing business as well as delivering our intended customer experience
Assist in the development of service and sales strategies, as well as the execution of short-term tactical plans
Report team results, opportunities, and team needs to leadership
Demonstrate the values of U.S. LawShield
Perform other related duties as assigned

Benefits:

Employer contributed medical insurance w/additional options available
Optional dental, vision, and life insurance
Paid time off
401(k)
License to Carry (LTC) training provided

Source : U.S. LawShield