Contact Center Sales Manager (Primarily Home)

Position Compensation Range:

Pay Rate Type:

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Observe sales calls and conduct one-on-one coaching sessions focused in sales/closing skills and technical issues.
• Analyze statistical review, including call mix (inbound vs outbound), conversions and effectiveness. Perform quality audits and conduct daily/weekly feedback on performance, using producer and activity reports, as well conducting quarterly performance appraisals.
• Lead sales inventory in managing service levels to corporate standards and ensuring efficient use of all leads (request for quote, cross-sells, unpaid reported sales).
• Plan and report sales results, weekly and monthly compensation payout, and addressing weekly and monthly service factors.
• Lead weekly management meetings and team meetings, and conducting self and team training and personal development. Investigate sales techniques, while identifying new product needs and analyzing the market.
• Use data to drive the business, make changes and corrections and represent results
• Create a collaborative, performance-driven work environment by promoting trust, transparency, and inclusion. Work with team members to set clear goals, provide feedback, perform performance assessments, and support ongoing development.
• Lead with influence and expertise. Contribute to division or department leadership team. Communicate and support organization mission, vision, values and practices.

Specialized Knowledge & Skills Requirements

• Demonstrated effective leadership skills.
• Ability to work non-traditional hours based on business needs.
• Computer skills, including software skills, including Excel, Word, etc.
• Outstanding communication and computer skills.
• Demonstrated ability to develop and achieve daily personal and performance goals.
• Excellent organization skills and ability to prioritize responsibilities in a high-volume call center.
• Ability to change focus quickly to achieve the company's strategies and objectives.

Licenses

• Acquire Resident Property Casualty license and maintain active status through CE credits. Must obtain within 90 days of hire.

Travel Requirements

• Up to 25%.

Physical Requirements

• Work that involves sitting/standing.

Working Conditions

• Not Applicable.

• Offer to selected candidate will be made contingent on the results of applicable background checks

• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

• Sponsorship will not be considered for this position unless specified in the posting

• Please note that in addition to the base salary, variable compensation range is $2,000-$3,000+

• Internal candidates are encouraged to apply regardless of location and will be considered based on the needs of the role.

• In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles). On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

#LI-Remote

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.