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Call Center – Sales Supervisor

March 10, 2026

About the position

Who are we: Toyota Insurance is a brand name of Toyota Insurance Management Solutions USA, LLC (TIMS). We are an independent agency specializing in property and casualty insurance for Toyota vehicle owners. We offer insurance through our trusted carrier partners to provide coverage for your Toyota vehicle, home and other assets. Our mission is to improve the Toyota ownership experience by improving the insurance experience. Job Overview : Our Contact Center Sales Supervisor will primarily be responsible for leading an assigned Sales Team to achieve/exceed department new business sales and existing business retention targets. You will lead your team to success by mentoring, coaching, and motivating your direct reports in achievement of high-performance in all department KPIs.

Responsibilities

The Contact Center Sales Supervisor will manage/oversee all aspects and daily duties of their assigned team of insurance sales agents; the number of team members can vary from eight to fifteen employees in a team. This includes assisting all team members as necessary and ensuring each have the necessary tools for success.
Full understanding of the organization’s business strategy, product offerings, services, procedures, and guidelines to ensure proper mentoring of staff- be recognized as the Subject Matter Expert.
Drive their respective team in achievement of all sales, service, retention, business quality targets (Department KPIs) including driving agent achievement of individual targets.
Answer questions from staff and provide guidance/feedback to achieve optimum results/customer experience.
Mentor, and coach sales agents to maximize productivity and production; “Write the policy Right”, ensure agents are offering appropriate coverage for the represented risk and writing the policy in full Compliance of organization processes.
Full engagement of assigned team/department to help in employee retention; understand needs of every employee and provide necessary support/training/guidance to maximize their potential, celebrate employees’ success and properly manage all employee inadequacies.
Ensure agents understand and comply with contact center objectives, performance standards, and policies.
Understand agent sales techniques and quality of the business they are writing through Call Monitoring; achieve established department call recording observation targets to help lower performing agents improve production and/or quickly identify potential issues.
Monitor key metrics and identifying process improvements.
Keep up with industry trends and ensure department compliance.
Provide weekend support, once a month, to both Contact Center and Point of Sales team member (Manager on Duty rotation).
Prepare and manage Contact Center Staffing Schedules, breaks, and ensuring proper coverage.
Identify Agent training needs/opportunities and work with Learning Architect to design relevant training content and curriculum.
Facilitate team meetings and present team scorecard to upper management.

Requirements

P&C Insurance experience required – 5 years minimum in sales agent role; 2 years minimum in a call center environment.
TIMS Insurance sales experience: 1 year minimum; 2 years preferred.
Bilingual (Spanish/English) or multilingual (Plus).
Prior leadership role experience preferred; mentorship or lead capacity roles included.
Must hold an active insurance license in home state and some non-residential licenses across the nation.
Strong interpersonal skills (verbal and written) with the ability to interact with customers and provide constructive feedback and effective performance conversations with team members.
High-level organizational skills that reflect the ability to perform and prioritize multiple tasks.
Must work well in a fast-paced team environment.
Excellent customer service and verbal/written communication skills.
Strong phone and verbal communication skills along with active listening.
Customer focus and adaptability to different personality types.
Data analysis to identify trends, patterns, and areas for improvement.
Proficiency with call center software and reporting tools.
Ability to multi-task, set priorities and manage time effectively.
Confident problem solver with strong conflict resolution abilities.

Benefits

Medical, Dental & Vision Insurance
Paid Time Off, Paid Holidays and Sick Days
401(k) Match
FSA and HSA
Pet Insurance
Life Insurance

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...