Licensed Call Center Supervisor (TeleSales)

This position will require onsite presence at our facility in Casselberry.
The leadership role will also require flexible availability to include evenings and weekends.

Position Summary

We are seeking a results-driven Licensed Supervisor to lead a high-performing team focused on selling Under65 insurance products (e.g., ACA/health plans including dental). This role is responsible for driving sales performance, coaching agents, ensuring compliance, and delivering exceptional customer experience.

The ideal candidate is a strong people leader with a proven track record in sales, performance management, and coaching within a fast-paced contact center or insurance environment.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

Key Responsibilities:

Team Leadership & Development
• Lead, coach, and develop a team of insurance sales agents to meet and exceed sales targets
• Conduct regular 1:1 coaching sessions, performance reviews, and side-by-side monitoring
• Identify skill gaps and implement action plans to improve sales effectiveness
• Foster a high-energy, accountable, and performance-driven team culture

Sales Performance Management:

• Drive key performance indicators (KPIs) including conversion rates, revenue, call quality, and compliance
• Monitor daily, weekly, and month-to-date results and address performance gaps in real time
• Partner with leadership and client representatives to develop and execute strategies to improve sales outcomes
• Provide clear directions and expectations around sales goals and productivity

Operational Oversight:

• Ensure adherence to schedules, attendance policies, and call handling expectations
• Collaborate with Workforce Management to maintain proper staffing and coverage
• Support new hire onboarding and ongoing training initiatives
• Maintain accurate reporting and documentation of team performance

Compliance & Quality:

• Ensure all sales activities align with regulatory requirements (e.g., ACA guidelines, HIPAA, etc.)
• Monitor calls and enforce quality standards, including proper disclosures and documentation
• Address compliance issues promptly and implement corrective actions when necessary

Stakeholder Collaboration:

• Partner with Quality, Training, and Operations teams to improve processes and agent performance
• Participate in leadership meetings and provide updates on team performance and challenges

Required Skills:

• 2-4+ years of experience in insurance sales (health/ACA/Medicare preferred)
• 1-2+ years of supervisory or leadership experience in a call center or sales environment
• Active Health Insurance License
• Strong knowledge of Under65 insurance products, enrollment processes, and compliance standards
• Proven ability to drive results and manage performance in a metrics-driven environment
• Excellent communication, coaching, and conflict resolution skills
• Strong analytical skills with the ability to interpret performance data

Preferred Skills:

• Experience managing remote or hybrid teams
• Familiarity with CRM systems (e.g., Salesforce, Verint, Microsoft applications, etc.)
• What Success Looks Like
• Consistently meets or exceeds team sales targets
• Maintains high quality and compliance scores
• Demonstrates strong agent engagement and low attrition
• Builds a pipeline of top-performing agents through coaching and development