Dialog Direct
  • Operations
  • Highland Park, MI, USA
  • Hourly
  • Full Time Seasonal

The Licensed Health Insurance Supervisor will supervise agents in a call center environment to provide quality service and achieve superior customer satisfaction for our Health and Life Insurance client. 

Key Responsibilities

  • Provide daily supervision, mentoring and coaching to agents
  • Provide tools, resources and training to agents to meet or exceed all operational and contractual performance goals.
  • Ensure staffing efficiencies
  • Ensure compliance with policies and procedures
  • Maintain accurate agent job performance records including attendance and payroll
  • Facilitate agent career development
  • Make recommendations to improve efficiencies or achieve desired results
  • Analyze account for cost effectiveness and actively seek cost reduction ideas
  • Maintain positive client-customer relationship by meeting performance expectations
  • Document the job process and the duties and responsibilities of agents
  • Inspire and motivate team members to work together and achieve beyond expectations

Qualifications and Skills

  • Active health license required
  • Six months to one year related leadership experience; or equivalent combination of education and experience
  • Prior experience in the health care/insurance industry and/or with prescription drug plans, Medicare or medical terminology preferred
  • Thorough understanding of Call Center operations, principles and metrics
  • Excellent communication, problem-solving, listening and interpersonal skills required
  • Proficient in Microsoft Office
  • Ability to respond to inquiries or concerns from customer, agents, or management
  • Ability to effectively present information to management, groups, and clients/customers

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Dialog Direct
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