This position assists with oversite of day-to-day operations, activities and personnel of the inside sales call center. This is accomplished through best practice onboarding, training, developing, and coaching methods that ensure sales call center personnel is equipped with the tools, skills and aptitudes to succeed. He/She is also responsible for using call center technology to track both inside sales and lead distribution and conversion of data. This position assists in holding staff accountable for following standard policies and regulations, while delivering exceptional customer service and achieving departmental quality, compliance and productivity standards.

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  Supervises the inside/telesales call center team to ensure execution of sales and service targets.
• Operates within the sales call center budget. Monitors inbound/outbound calls from the sales and marketing lines across the organization, as well as assists and advises sales team personnel regarding all escalations, requests for assistance and in other situations that may require additional guidance or expertise.
• Oversees team activities and performance metrics. Ensures that the staff meets and/or exceeds goals and provides reliable, efficient support for customers. Leads and facilitates team meetings.
• Trains, coaches and educates staff on processes, procedures and practices, surveys staff regarding the types of inbound calls received, sets goals, metrics and expectations focused on growing membership enrollment.
• Leads call center staff to better performance and improved service quality.
• Prepares for and conducts performance reviews. Analyzes data and prepares reports to show efficiency and opportunities. Reports call center productivity to sales leadership team.
• Monitors and evaluates service interactions to ensure high-quality service as needed or recommended based on service expectations.
• Ensures full completion of onboarding for all Sales Call Center staff in accordance with the onboarding checklist. Handles the set-up of inbound calls from potential new members that are initiated by local sales and marketing initiatives and campaigns that drive traffic into inbound phone lines.
• Collaborates on continuous improvement of processes, marketing, training, etc. to best meet the changing environment of the industry and sales processes.
• Makes appropriate and timely decisions according to department standards, procedures and policies.
• Performs other duties as assigned and modified at manager’s discretion.
  

• Good business acumen and acuity Strong knowledge 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 Salesforce preferred Exceptional communication, active listening, and interpersonal skills
• Strong leadership, creative thinking, and customer skills.
• Leads by example, passionate 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 positive attitude that fosters a high performing culture Observant and detail-oriented
• 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 fast-paced environment
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Ability and willingness to travel locally, regionally and nationwide up to 10% of the time Spoken and written fluency in English required; bilingual (English/Spanish or Creole) is a plus