Consumer Sales Performance Manager

Confidential Company  •  Orlando, FL

Less than 5 years experience  •  Accounting, Finance & Insurance

Salary depends on experience
Posted on 08/12/18
Confidential Company
Orlando, FL
Less than 5 years experience
Accounting, Finance & Insurance
Salary depends on experience
Posted on 08/12/18

We offer you


The majority of the DTC SM’s day is spent interacting with sales agents, and Quality Managers. The DTC SM is a people manager for a team of sales agents (number based on Business need) and is responsible for the day-to-day sales, performance management, coaching, and development of aligned sales agents, and sales performance, and service through the inbound/outbound calls into the Sales Center.

Sales Management

–      Drive the sales results through daily, weekly, monthly sales management results and accountability; consistently coaching to sales targets for the NBBA/MSBA team and organization.

–      Manage outbound telesales campaigns.

–      Motivate and lead team to execute strategic sales plan; set action plan.

–      Monitor each sales agent’s daily performance and compare it with each month’s objectives.

–      Assist agents in the selling process whenever needed.

–      Address both positive and negative performance issues in a timely and impactful manner; driving accountability for results and immediate improvement towards results.

–      Consistently achieve sales goals by managing sales performance against individual and team sales targets through use of coaching, motivation and metrics.

–      Calibrate individual performance to ensure that sales agents use proven sales techniques and sales management routines.

–      Conduct sales meetings to review performance of sales agents and stimulate greater achievements.

Performance Management

–      Deliver consistent, timely sales coaching to agents immediately after calls and after receipt of QA results.

–      Offer coaching, counseling, advice, support, motivation or information needed to meet sales objectives.

–      Constantly improve the sales skills and tool usage of the team through participation and training delivery of new tools and skills as needed.

–      Promptly address quality and/or compliance issues and complete necessary documentation to address any identified carrier concerns.

–      Execute and administer HR Policies and evaluate performance management of BAs. 

–      Motivate sales agents to perform well.


Operational Management

–      Ensure the sales floor operations function smoothly (appointment management, customer follow-up, etc.).

–      Ensure sales agents are accountable to all individual and overall team operational metrics and supporting performance indicators (SPIs) - workflows, productivity metrics, call handle time, etc.

–      Constructively handle (or supervise the handling of) all customer complaints related to the sales agent or service delivery received.

–      Partner with fellow managers to coordinate and ensure proper Sales agent skill maintenance, schedule accuracy, process compliance, and stable operational delivery.

–      Support delivery of contractual and internal performance standards and support AHN Leadership Team in service, carrier, and client reporting.

–      Emphasize the whole job, ensuring that supporting performance indicators (SPIs) are defined and achieved.


 Change Management

–      Support new program and client implementations and drive existing client change process.

–      Act as an advocate for change and lead in communicating changes and updates with aligned colleagues through daily/weekly huddles or aligned colleagues meetings.


Continuous Improvement

–      Monitor competition by gathering current marketplace information on pricing, products, new products, delivery schedules, and sales techniques, etc.

–      Develop knowledge/content management with accountability for Navigators performance support tools, such as: Therese, KM Tool, Escalation process, Process flows, etc.

–      Lead, participate and facilitate cross-department projects as required.

–      Assist in development of plans to improve customer satisfaction and overall quality of AHN Delivery.

–      Identify process improvements/enhancements to performance support tools and client provisions/processes and share these with appropriate leaders.

Special Projects

–      Participate and/or lead special projects that require Direct to Consumer Center participation.

–      Represent the Direct to Consumer views on projects in a professional manner.

–      Complete project activities on time and accurately. Seek support when necessary if due dates are in jeopardy.

–      Provide consistent quality and timely updates to management and staff.


Formal Education & Certification

–      Bachelor’s degree and/or equivalent work experience.

–      Preferred–Current IL Life and Health insurance license or ability to obtain one

–      Preferred–Current RTS status by AHN definition or the ability to achieve RTS during current calendar year


Required Knowledge & Experience

§  3–5 Years of Sales Industry experience

§  3–5 Years of People Management experience.

  • 1-3 Years of Outbound Medicare Sales experience.


Preferred Knowledge & Experience (Proven/documented)

§  Management experience in one or more of the following:

–      Medicare Insurance Telesales (Outbound Preferred)

–      Insurance Sales Experience

–      Sales Coaching Experience

–      Call Center experience

§  Public speaking/Sales Motivational speaking skills

§  Sales planning (Sales Builder and/or Accountability Model experience)

§  Building Relationships

§  Coaching

§  Managing Processes

§  Specific domain and plan-specific, and/or market knowledge

§  Experience with customer-focused performance metrics and continuous improvement management

§  Call center operations experience

§  Customer Service Desktop tools

§  Proficiency in THERESE usage

§  Proficient in Excel

§  Proficiency in CS Quality Coaching and Personalized Care Model

§  Systems, Internet and telephony environment

§  Delivery model and best practices skills

§  Strong project management and execution skills

§  Ability to solve problems and create positive customer resolution to reduce escalation

§  Ability to manage multiple priorities in a fast-paced environment

Job number: 2449802

Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.