Director of Service

We Insure, LLC. is an independent insurance franchise that takes immense pride in providing like-minded entrepreneurs with successful agency ownership. With more than 200 agency locations in 35 states, We Insure continues to grow rapidly and supports our agency owners, customers, and carriers by facilitating faster service, greater efficiencies, better choices, and improved bottom lines. What makes We Insure stand out: we are data-driven for better value and people-led for better service. And our leadership is seeking more highly motivated, career-driven people to help lead our efforts!

We Insure has received countless awards including Jacksonville Business Journal’s Best Places to Work and Fastest-Growing Private Companies, and Inc.’s 5000 Fastest Growing Companies. If you are looking for a long-term career in a supportive, goal-driven, growth environment with a company that believes in developing its people, We Insure is the right fit for you and we encourage you to apply today!

Job Summary: This position oversees a team of Managers within a franchise insurance service operation that is responsible for answering a large volume of calls from clients, agents, and carrier partners. The Director of Service will be responsible for the processing and retention of an overall book of business upwards of 400M in force premium as well as implementing cross selling of products and services to our customers. This role also focuses on driving revenue growth, improving customer satisfaction, and fostering a high-performance culture.

Duties/Responsibilities:

• Evaluate individual performance metric data and develop the leadership team to properly coach and mentor frontline personnel. This includes experience in developing coaching plans, effective coaching conversation techniques and root causing to tighten performance gaps
• Host bi-monthly call calibrations and attend monthly departmental performance meetings to review team production and progress
• Managing and resolving escalations from franchise owners, problem solving including the follow through of fixes/changes that are needed to improve quality and satisfaction. Representing We Insure professionally and demonstrate leadership by role modeling in actions and words
• Manage payroll authorization, attendance expectations, annual reviews, etc.
• Motivate and encourage all employees through positive communication and feedback
• Develop and implement sales strategies and plans to meet organizational goals
• Lead, motivate, and coach team members to achieve performance metrics
• Ensure alignment of sales strategies with business objectives and customer needs
• Set sales goals, KPIs, and performance targets for the team
• Monitor and analyze sales and retention performance, providing regular reports to senior management.
• Oversee recruitment, training, and development of the sales and service team, including managers and agents.
• Conduct regular performance evaluations and provide constructive feedback.
• Create a positive work environment that encourages teamwork, accountability, and individual growth.
• Ensure the team delivers exceptional customer service and builds strong relationships with customers and agents
• Work with other departments (e.g., sales, carrier) to ensure customer needs are met
• Use data-driven insights to adjust strategies as needed
  
  

Education and/or Experience:

• Bachelor’s Degree or equivalent relevant work experience
• At least 10 years Management experience leading a large team of call center employees
• Experience creating and leading a growth culture within a call center environment
• Experience auditing/call monitoring and conducting coaching conversations in a call center environment
• Experience managing call center service levels/metrics and how to drive meaningful results
• Exceptional leadership skills, works independently, multitasking, problem resolution, critical thinking, communication, and listening skills are necessary
• Must have above standard attention to detail and demonstration of quality control
• Must take a proactive approach to problem identification and resolution
• Ability to work independently and with a remote working team
• Must have proven reliability and dependability
• Strong ethical values and integrity
• Experience working in Word, Excel, PowerPoint, OneNote, SharePoint, Applied Epic (preferred)
• Understanding of insurance regulation and company standard operating procedures (preferred)
• Must have an insurance license or be willing to obtain one within 12 months
  
  

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Travel required up to 10%.

Physical Requirements: While performing the duties of this job, the employee is frequently required to stand; walk; talk and hear; sit for extended periods of time; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Why join the We Insure Team?

The We Insure Difference:

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account
• Competitive Salaries
• 401K Match
• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
• Short and Long-Term Disability
• Employee Support Programs, Including Mental Health
• Tuition Reimbursement
• Matching Charitable Gift Program
• Lucrative Referral Program
• Commuter Benefits
• Flexibility: Remote and Hybrid Opportunities Available
  
  

This position is not able to be performed in California, Colorado, New York or Washington.

EEO

We Insure Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability

We Insure Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at [email protected]. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.