Supervisor Sales Team Solution Center (Remote)

We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Supervisor, Sales Team, Solution Center helps oversee the day-to-day operations and activities of inbound sales team members. Supervision responsibilities include staffing, performance monitoring, resource management and workflow design and evaluation which is accomplished through best practice onboarding, training, developing and coaching methods. The incumbent in this role provides leadership that mentors and guides team members to leverage the value of every call for patient contact and issue resolution. He/She collaborates with team leaders to develop tactical plans that drive performance to meet key performance indicators. The Supervisor, Sales Team, Solution Center also assists in holding team members accountable for following standard policies and regulations.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Supervises the inside/telesales solution center team to ensure execution of sales and service targets. Oversees team activities and performance metrics. Ensures team members meet and/or exceed goals and leads them to better performance and improved service quality.
• Ensures completion of onboarding for solution center sales team members in accordance with the onboarding checklist.
• Analyzes data and prepares reports to show efficiency and opportunities. Reports solution center productivity to sales leadership team.
• Monitors inbound/outbound calls from the sales & marketing lines across the organization. Assists and advises sales team members regarding escalations, requests for assistance and in other situations that may require additional guidance or expertise.
• Utilizing call center technology, tracks both inside sales and lead distributions to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction. Provides the team with reports to identify their achievements and gaps.
• Monitors and evaluates service interactions to ensure the highest quality service standards.
• Leads and facilitates team meetings. Trains, coaches and educates team members on processes, procedures and practices, surveys team members regarding the types of inbound calls received. Sets goals, metrics and expectations focused on growing membership enrollment.
• Prepares for and conducts performance reviews.
• Oversees the setup of inbound calls from potential new members. Calls are initiated by local sales and marketing initiatives/campaigns that drive traffic into inbound phone lines.
• Collaborates with team leaders on continuous improvement of processes, marketing and training to best meet the changing environment of the industry.
• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Advanced-level business acuity

• In-depth knowledge and understanding of general call center and sales functions, techniques, practices, process and methods. Familiarity with company products, services and policies

• Keen understanding of the company’s high-growth objectives and management principles

• Knowledge of Medicare and Medicare Advantage programs

• Knowledge of Salesforce software

• Exceptional communication, active listening and people skills

• Strong leadership, creative thinking and customer service skills. Leads by example, enthusiastic about service and promoting high quality outcomes

• Superb phone etiquette skills with a polite, professional and calm phone voice

• Excellent organizational skills. Effective and accurate decision-making skills

• Strong coaching/mentoring skills, ability to motivate employees

• Possesses a cheerful outlook that fosters a high performing culture

• Observant and meticulous

• Ability to multitask and remain even keeled under pressure, especially during peak hours or intense situations

• Able to function with precision and expertise in a demanding environment

• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook; competent in other systems required for the position

• Ability and willingness to travel locally, regionally and/or nationwide up to 10% of the time; flexible to work evening, weekends and/or holidays as needed

• Spoken and written fluency in English; bilingual (Spanish or Creole) is a plus

• This job requires use and exercise of independent judgment

EDUCATION AND EXPERIENCE CRITERIA:

• AA/AS degree in Sales & Marketing, Communications a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
• BA/BS degree in a related discipline preferred
• A minimum of 3 years’ progressive work experience in a Call Center or customer service environment required
• A minimum of 2 years’ management or supervisory experience highly desired
• Experience with Medicare and Medicare Advantage programs preferred