At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live.  As a recognized market leader of term life insurance, we’re working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more.  We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

The D2C Sales Agent Supervisor will provide support the D2C Sales Center Manager in delivering the goals of the D2C distribution through effective management of the D2C Sales team staff and strong process controls that ensure positive customer outcomes. To work with the D2C Sales Center Manager to provide the D2C call center sales staff and case managers with the guidance, support and working environment required for them to exceed pre-defined sales, quality and productivity standards set for the business.

• Responsible for supporting the D2C Senior Manager in the day-to-day management of the D2C Sales Team and optimization of work flow processes to ensure that LGA delivers a high quality customer experience that complies to optimized productivity standards, robust compliance controls and exceeds pre-defined sales goals in support of LGA’s growth ambitions.
• Listen to calling sessions by agents, managers and case manager team for review and provide appropriate weekly coaching sessions as needed. Successfully implement training of sales tactics and awareness of skills/behavior coaching opportunities.
• Ensure that the D2C Sales Team adheres to strict life insurance licensing and appointment criteria across 50 states by managing daily data checks and to work with the marketing analytics team to ensure that any leads are distributed to agents that are correctly licensed and appointed.
• Partner with D2C Call Center Manager and marketing team to identify opportunities to improve the technology, data analytics and processes being used by the D2C Sales Team and continually optimize lead-to-sale success and improve customer outcomes.
• Partner with the D2C Senior Manager and marketing analytics teams to ensure that lead management and any additional incentive programs are optimized across the team to maximize yield and ensure good customer outcomes.
• Collaborate with marketing on implementation of new lead generation partners and/or marketing campaigns (including supporting new LGA partnerships where required) to educate, motivate, support and coach the sales staff in order to maximize lead-to-sale ratios and campaign success factors.
• Provide weekly forecast tracking updates to Sr. Manager.by understanding which agents are falling behind on target trends and where attention needs to be in the business based on the forecast track.
• Support the continual improvement of resource planning models through the analysis of daily telephone reports, identifying patterns, highlighting elevated peak times to mitigate abandon rates and using that insight to work with marketing to maximize lead-to-sale efficiency.
• Handle potential insured escalations and agent disputes as 1^st level leader before, if needed, including Senior Manager of D2C in escalation. Implement a culture of transparency and accountability, fulfilled by customer satisfaction and high retention rate of potential insured business.
• Responsible for monitoring and documenting all aspects of D2C Sales staff individual performance, including agent sales productivity, quality assurance scores, work habits (absenteeism/tardiness), time card completion and all other pertinent, measurable functions or attributes. Provide feedback and coaching where required.
• Run successful weekly and monthly sales incentive contests directed by D2C senior manager to increase competition and productivity amongst the team
• Partner with the D2C Management in deliver of monthly, semi-annual and annual 1:1 performance reviews, documented discussions, verbal and written disciplinary documentation to staff and other communications where applicable. This includes working with the sales team to maintain individual training logs and career development roadmaps (as appropriate.) Providing a goal oriented, coaching, positive change environment for all Agents and staff.
• To work with the D2C Management on execution of business strategy and growth of call center operations and headcount in alignment with the ambitious growth plans of LGA. Execute the broader LGA initiatives and growth targets while adhering to the D2C strategy and growth goals.
• Assist the D2C Call Center Manager in identify, interview and on-board newly recruited staff. This includes ensuring new staff receive the required training to secure their life insurance license and continued education is successfully completed in a timely manner in order to maintain licenses/appointments.
• Validate systems and workflow to ensure all processes are functioning correctly and policy contract is 100% accurate.  Identify any system weaknesses and define options to remedy.  Work with IT to test and implement all system modifications.
• Complete all other reports and duties, including agent monitors, time sheets, overtime justification, work volume, achievement of sales targets, productivity & quality reports and other goals and objectives as assigned.

Education

High school diploma or equivalent

2 years of college

Experience/Knowledge

3+ years management experience

3+ years experience in a sales team/call center related position

Life, P&C or Health experience

Understanding of Life insurance products preferred

LOMA courses 281, 291, ALMI preferred

Skills

Positive Attitude

Highly Driven/Results Oriented

Ability to thrive in a fast paced/ever evolving environment

Self-Starter

Staunch supporter of D2C initiatives

Customer Centric

Motivational skills

Leadership skills

Strong organizational skills and ability to prioritize

Excellent communication skills, both verbal and written

Effective decision making skills

Detail oriented

Project management skills

Analytical and technical skills

Presentation skills

Comprehensive knowledge of Microsoft Office (Word and Excel)

Reports To

D2C Senior Manager

Staff

Up to 10 Direct Staff

Indirectly support the management of 20 sales center staff

What’s in it for you?

The expected hiring compensation range for this position is $76,600 - $95,750 annually. This position currently requires onsite reporting for up to three days per work week with flexibility of work from home days the remaining two.  

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses.  This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 8% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date.  This role has 15 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing.  Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff).  We’re big on professional development and we’ll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.