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 …