Retention Supervisor - Remote, Hybrid, & HQ Options

Company: Delta Defense
Location: West Bend
Posted on: October 4, 2024

Job Description:

Job Category: Contact Center

Requisition Number: SUPER001704

West Bend, WI 53095, USA


Job DetailsDescription Get ready to support a mission you can FINALLY BELIEVE in!

• Do you support the natural-born right to self-defense?
• Do you have a strong belief in the 2nd Amendment?
• Do you have a passion for leading and developing sales talent?Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the U.S. Concealed Carry Association. The USCCA helps responsible Americans avoid danger, save lives, and keep their families safe. Learn more about the USCCA at https://www.usconcealedcarry.com/ Why YOU should Work at Delta Defense!
  • We are a fun, fast-paced, and rewarding place to work and grow!
  • Nationally recognized in 2023 as a Newsweek Top 100 America's Most Loved Workplace.
  • Top Workplaces USA award in 2022!
  • Named on Inc. 5000 "Fastest Growing Private Companies" list 13 years in a row!
  • Milwaukee Journal Sentinel "Top Workplace" award 7 years in a row!
  • Milwaukee Business Journal "Best Place to Work" award 6 years in a row! Position Summary: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. 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 experience in sales and/or retention 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.Starting base salary range $50,000 - $60,000 based on experience. This role is also eligible for commission plan and company incentive bonus.Now hiring for first shift - Thursday through Sunday (4x10).Willingness to flex schedule occasionally to support 24 hour, 7 day/week teams.Preference will be given to candidates who live within a commutable distance to our headquarters in West Bend, Wisconsin with a hybrid approach to both remote work and in-office work 3+ days per week.Elevate your career with us and reap the rewards of your success!
        • 23 Days of Personal Time Off, 8 Company Holidays, plus paid day of Volunteer Service annually
        • Workplace Flexibility - Headquarters, Remote Work-from-Home, and Hybrid/In Office options
        • Personal Protection, Fitness, and Home Office Reimbursement Program ($500 Annually)
        • Robust Insurance Coverage Options: Medical, Dental, Vision, HSA, FSA, Life, STD, LTD, & Pet Insurance
        • Complimentary USCCA Elite Membership & Store DiscountsBenefits information can be reviewed at: https://www.deltadefense.com/careersIf you are a Colorado resident, please email us at recruiting@uscca.com to receive complete benefits information. Please include the job title in the subject line of the email.Anticipated application close date: October 18, 2024PM19#LI-Remote
          
          September 27, 2024
          
          
          
          
          
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Keywords: Delta Defense, West Allis , Retention Supervisor - Remote, Hybrid, & HQ Options, Other , West Bend, Wisconsin