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.