Call Center Manager. (Toronto , Montreal and Europe )
Insurance supermarket
Total years of experience :16 years, 3 Months
Supervise a team of 33 call center agents in Toronto, 9 Agents in Montreal and 11 in Europe
• Be available to affect the entirety of the team’s operation s
• Manage by walking around, be visible to answer questions
• Train, Coach agents daily and weekly to ensure performance improvement and maximum efficiency
Monitor queue and tracking calls. Keep agents aware of number of calls, burn rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Ensure bonus management is accurate.
• Create and maintain files on each agent as they relate to attendance, production, and reviews.
• Develop schedules with agents each month to ensure call center objectives are covered.
• Schedule residual training, departmental meetings, sales training, and computer training.
• Administer training programs for new hires and existing staff
Highlights:
•Conceptualized & implemented regional strategic and business plans
•Played a pivotal role in:
•Successfully overachieved sales target in 4 years, by generating premium of $ 3.9 Million
•Introduced the concept of organizing seminars for RBC, later implemented across all branches
•Built positive relationships with local & state government, community leaders, pastors, congregations, county social service personnel, professional associations and other service providers
•Recognized as One of the Top 10 within RBC Insurance and invited for Special Reward
Managed business of Critical Illness, Cancer & Life Insurance with revenue target of $ 1.2 Million
•Increased new customer base by 250% by obtaining referrals from existing customers
Successfully generated investment referrals ranging from few hundred to million dollars, in a consistent manner
•Built investment plans as per short & long-term goals of clients; offered them services related with Tax Planning, Cash Management, Budgeting, Estate Planning, Insurance Planning and Retirement Planning
•Expanded business through road shows and monthly marketing seminars
Professional Government Licenses for Investment and Insurance