Consumer Sales Performance Manager

Ennis Knupp & Associates   •  

Orlando, FL

Industry: Accounting, Finance & Insurance


Less than 5 years

Posted 96 days ago

This job is no longer available.

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