Call Center Manager

Our client is a Customer Acquisition Agency that is looking for a new Health Insurance Call Center Manager to join their team in Boca!

Reports to: Channel Development Director

FLSA Status: Exempt

Annual Salary: $100K-135K

Location: Boca Raton, Florida (Onsite)

Please note this role is full time on-site in Boca Raton and we are not able to provide relocation at this time

Position Summary:

The Call Center Manager is responsible for building and overseeing a successful team of agents that enroll prospective clients in health insurance. They will play a critical role in the development and execution of strategies designed to enhance the customer experience. The role requires a high performer with a well-rounded set of skills who will become an expert in all aspects of the health insurance enrollment process and help manage a team as their lead point of contact.

Responsibilities

• Manage, train, and motivate a team of enrollment agents to achieve performance targets and deliver exceptional customer service.

• Oversee daily enrollment activities and ensure a unified customer service approach, efficiency, and compliance with regulations and policies.

• Monitors calls or correspondences between agents and customers.

• Stay informed on changes in insurance and healthcare regulations and trends to ensure agents are providing reliable information.

• As needed, support agents with offering details to customers about healthcare and insurance plan options and promote insurance offerings to meet business targets.

• Analyze agent performance and customer feedback to identify areas for improvement and implement corrective actions.

• Other duties as assigned or as necessary to support the overall business needs.

Skills

• Leadership

• Problem Solving

• Customer Service

• Analytical Thinking

• Training

• Microsoft Office Suite

• Strong verbal and written communication

Qualifications

• 3+ years of customer service experience.

• Bachelor’s degree in business administration or related field preferred.

• Experience with minimum span of control on a shift or in a contact center of at least 5-25 agents.

ACA experience required

• 1-2 years of experience in office or contact center processing or selling Medicare products preferred.

• Familiarity with health insurance products and enrollment.

• Must have or be able to renew FFM Certification and health 215 license

Hours & Schedule

• Monday – Friday, 9:30 am to 6:30 pm EST; and potential for some selective Saturdays.

• This onsite role in Boca Raton, Florida involves managing a team of agents also based at that location.