Sales & Service Manager

Location Designation: Hybrid - 3 days per week 

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

 

Supervises a sales team in the Sales and Service organization. Provides coaching, mentorship and feedback and direction to Sales and Service Agents. Responsible for leading daily activities of the team and coordinating service delivery for the department. Hire, train, coach, and mentor staff and proactively participate in staff development. Ensure the department meets all contractual service level agreements and identified business metrics. Responds to Member inquiries or complaints as needed.

 

• Lead and manage a virtual team of sales and service representatives.
• Monitor, evaluate, and provide feedback on representative calls and outbound calls.
• Ensure quality goals and metrics met.
• Ensure Customer Experience is met through customer satisfaction surveys and sentiment metrics.
• Meet or exceed individual, team, and department productivity and effectiveness goals.
• Review and prepare individual and unit productivity reports on a daily, weekly, and monthly basis.
• Coordinate and deliver communication to staff via regular team meetings, 1:1’s and presentations.
• Coordinate department activities and events, as necessary.
• Maintain current knowledge on life insurance related issues.
• Maintain knowledge of processes and procedures to effectively deliver exceptional customer service.
• Provide guidance to sales and service representatives on technical and procedural issues.
• Responsible for all personnel matters such as hiring, coaching, developing, training, conducting performance evaluations, and approving schedule changes and vacation, attendance and overtime matters.
• Interaction and coordination of customer and staff resolutions with other departments on a daily basis.
• Responsible for decision making on customer related matters.

 

Requirements:

 

• Bachelor’s degree or equivalent experience required.
• Strong motivational, organizational and communication skills (both oral and written).
• Strong time-management skills.
• Working knowledge of sales and customer service processes and KPI’s.
• Working knowledge of contact center technologies and tools including workforce management tools, forecasting.
• 2 to 3 years financial service/insurance industry experience.
• Ability to work independently and as part of the management team.
• Strong problem solving and analytical skills.
• Experience handling tasks, complaints, problems, and assignments in a call center environment.
• Strong computer skills required.
• Life and Variable Annuities License (#214) or ability to obtain in 90 days.
• Familiarity with scheduling and forecasting in a customer service and sales environment
• 3-5 years management experience required.
• Sales experience preferred.
• Working knowledge of the Wilson consultative sales treatment preferred
• Experience leading virtual teams

 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

 

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Salary range: $55,000-$85,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

 

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

 

 

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.