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Sales Supervisor

Insurance Operations | Miami, FL | Full Time

Job Description

Essential Duties and Responsibilities:


  • Plan, organize, and direct the daily  call center operations staff
  • Meet or exceed sales goals within compliance and quality guidelines and expectations
  • Protect consumer private information
  • Assist in skills assessment by measuring and reviewing periodic performance, delivering feedback, assessing reactions, and responding appropriately.  
  • Analyze statistical reports and other documentation to identify trends and implement enhancements to overall performance.
  • Maximize impact of financial performance of the call center. 
  • Work with internal business partners to proactively develop continuous quality improvement initiatives surrounding customer service and client satisfaction. 
  • Identify needs of representatives to ensure they have the necessary tools to provide quality service and achieve goals. Make recommendations, and implement new processes and procedures.
  • Develop and implement programs that enhance employee motivation and maintain a positive work environment.
  • Communicate and implement  company and/or Call Center policies and procedures, through staff meetings or one-on-one counseling sessions, .
  • Assist in providing tactical planning for the Call Center to ensure quality interactions with clients and enhance overall operational effectiveness.
  • Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters, etc.; identifies problems troubleshoots, escalates issues to local and network management and participates in post-mortem analysis of problems providing for future process improvements.
  • Performs all necessary supervisory functions to effectively and efficiently manage a remote workforce..
  • Fosters a cooperative and harmonious working climate to maximize remote based employee morale and productivity.
  • Develop and implement process improvements to deliver exceptional customer service and the virtual strategic plan.
  • Maintain staffing levels and high quality/productivity to ensure that virtual staff meet service levels and commitments.
  • Provide basic trouble-shooting and technical support to remote based workforce.


Education and/or Work Experience Requirements:


  • Florida life and health ( 215) Insurance License (current on CE requirements)
  • Bachelor's Degree in a related field or the recognized equivalent in work experience or a combination of work experience.
  • A minimum of 2 years of insurance agent management capacity with deep knowledge and experience in the selling health and/or life insurance products.
  • Ability to interview, train, coach remote based employees that ensure the virtual staff meets the company performance expectations.
  • A focus on building, developing a working climate that maximizes remote based morale and production.
  • Strong analytical, organizational and project management skills
  • Ability to work both independently and in a team environment and relate to all levels of staff and management
  • Excellent written/oral communication skills with an emphasis on coaching and employee development


Physical Requirements:


  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standard.
  • Must be able to sit for prolonged periods of time



HolaDoctor Inc, a wholly-owned subsidiary of a billion dollar insurance company, owns the largest web destination for Hispanic consumers ( interested in health and insurance products. The Company also operates a fast-growing insurance brokerage business that markets health, life and ancillary insurance products to consumers in a number of states.