Permanent Job Delta Airline Remote Customer Service Rep

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As a Retention/Saves Team Supervisor in our inside sales department, you’ll play a crucial role in coaching and developing a team of advisors to deliver exceptional customer service to USCCA and Delta Shield prospects. You’ll regularly hold performance meetings, discuss opportunities, share successes, and provide resources to help your team excel. Working closely with key stakeholders, you’ll ensure inquiries receive a world-class customer experience.

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Reporting to the Inside Sales Manager, you’ll oversee a diverse team of on-site, hybrid, and remote advisors, providing analysis, direct supervision, and development. You’ll also collaborate with contact center leadership to innovate and integrate Saves strategies and tactics, all while working towards retention goals that support our mission. Join us to make a meaningful impact and drive our mission forward!
Essential duties and responsibilities:

Supervise and engage a team of advisors across various locations.
Oversee and report on your team’s key engagement and Saves metrics, including Service Levels, ASA, Abandoned Rate, Quality & Compliance, Saves Rate, FCR, Customer Effort, Customer Satisfaction, and NPS.
Meet performance expectations while providing feedback, coaching, and professional development for your team.
Collaborate with fellow supervisors to align schedules, execute tactical and strategic plans, and develop department projects.

Identify opportunities to improve Saves rates and work with leadership to address challenges.
Track and maintain performance and coaching records, working cross-departmentally to report on development needs.
Execute tasks that support Saves rate expectations.
Collaborate with the recruiting team to interview candidates and make hiring recommendations.
Other duties as assigned.

Skills, Abilities, and Education Requirements:

High School diploma or equivalent required.
Contact center leadership background preferred.
1 year of experience in sales and/or retention is required.
3+ years experience preferred.
1 or more years of professional experience managing or leading people is preferred.
Ability to actively communicate, inspire, develop, and motivate your team.

Ability to think and act strategically and with a bias for action.
Strong written and verbal communication skills.
Experience guiding sales and retention strategy.
Required to pass and maintain Producer Property and Casualty License. Paid Training is provided for all hires.
Strong problem-solving abilities and critical thinking skills.
Demonstrates the Core Values of Delta Defense, LLC.