Position SummaryThis role is responsible for providing counsel and advice to Management on significant Sales Operations matters, often requiring coordination between internal and external Direct to Consumer (DTC) Sales, Member Retention, and Broker Support call centers for Individual Dental. This operational support includes the planning and coordination of resources to drive overall performance and accountability related to the operational efficiency and effectiveness of the Sales Operations team.
This individual will be responsible for developing processes and procedures to drive overall call center performance and participate in the development of requirements for support systems and technology. This person will maintain reporting of sales and other performance activities that drive transparency and accountability around overall performance metrics and process improvement. They will work with the Sales Operations lead and team to ensure call center KPI's are achieved across the many partners.
Job Responsibilities- Partner with a team of individuals supporting Direct to Consumer Sales, Member Retention, and Broker Support call center oversight.
- Implement automated performance reporting to drive transparency and accountability.
- Partner with marketing and distribution teams to provide market intelligence related to regional trends and consumer behavior in order to develop agent resources which will drive overall performance.
- Develop and maintain work plans with internal and external call center partners regarding operational disciplines and agent behavior which impact overall sales efficiency.
- Focuses on providing thought leadership and technical expertise across multiple disciplines.
- Utilize established project and program methodology to develop project plans for assigned projects as needed. Create and augment with new processes as needed.
- Ensures the timely and quality development and distribution of all deliverables for dedicated projects.
- Provide and report out on trending related to sales related KPI's including progress towards organizational goals.
- Interpret internal or external issues and recommends solutions/best practices in order to support the overall vision of the Sales Operations team.
- Partner with Project, Sales Effectiveness and Workforce Management teams to identify ways to improve efficiency while improving customer and agent experience.
- Assist in managing relationships with traditional suppliers and sales agencies currently supporting DTC Sales, Member Retention, and Broker Support teams
Qualifications- BA/BS in business, communications, health care, or proven related experience
- 7+ years call center Sales Operations experience or related combination
- 5+ years of successful management experience preferred
- Solid knowledge of the health insurance industry, regulations, and rules
- Solid understanding of call center technology, terminology, and environment
- Experience identifying call center technology gaps, obtaining solutions, and effectively implementing
- Experience in campaign management process and execution
- Knowledge of Marketing process and drivers to successful Marketing campaigns.
- Strength in gaining consensus across internal and external partners
- Ability to work within a complex and rapidly changing regulatory environment
- Excellent verbal, written, and Microsoft Outlook skills
- Polished client and internal customer presentation skills
- Solid organizational and time management skills
- Ability to multi-task and handle numerous projects simultaneously
- Strong leadership skills required in order to motivate, mentor, and inspire team members
- Willingness to travel (5% to 15%)
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
