Customer Service Center Sales Manager

Description

Are you a natural born leader and motivator? SHR Talent is partnering with a healthcare client in Columbia, TN in its search for a Customer Service Center Sales Manager. The Customer Service Center Sales Manager is responsible for overseeing the daily operation of the Sales Solutions team and providing an excellent level of service to consumers who wish to discuss Medicare related products, as well as under 65 and ancillary products. The Customer Service Center Sales Manager will coordinate responsibilities with those of the Chief Operating Officer, supporting those efforts in developing, operating, and monitoring the Sales Solutions Center.

An ideal candidate for the Customer Service Center Sales Manager is someone who can work independently, adapt quickly and think critically, has strong interpersonal skills with the ability to listen effectively, is able to demonstrate a consistent level of performance, striving to maintain a steady level of productivity, is able to establish productive, friendly, and professional relationships with peers and others, and has strong organizational and time management skills with the ability to manage numerous projects and priorities at once.

To be successful in this role, the Customer Service Center Sales Manager must be able to meet deadlines in daily responsibilities and special projects without sacrificing quality of work, motivate others to achieve desired outcomes through innovation, coaching and delegation, able to plan, direct, and coordinate operational activities of department, can demonstrate a thorough understanding of technical resources used within the department, and has the ability to work with Information Technology personnel to achieve problem resolution and project completion.

Essential Job Functions

• Provide professional day-to-day leadership and management
• Assist in hiring, developing, and coaching a diverse and qualified staff of individuals
• Collaborate on delivering training and other opportunities of professional development for agents
• Ensure direct reports are licensed and appointed in all states, tracking Continuing Education
• Lead and guide a team, demonstrating sales and leadership skills
• Coach and motivate team members to achieve Service Level Agreements with a focus on quality and compliance
• Collaborate with the Quality team on calibration sessions
• Supervise daily activities, reviewing and analyzing calls and reports, assessing areas of opportunity, managing work assignments, and assuring agents are providing a positive consumer experience
• Collaborate on projects related to systems, processes, or inter-department initiatives
• Ensure agents are adhering to scheduled work shifts
• Identify opportunities for improvement and training needs, developing and maintaining guidelines and processes within the department
• Conduct root cause analysis for concerns identified, proposing resolutions
• Provide support to the company’s consumers as needed
• Build and maintain effective working relationships with internal and external business partners
• Conduct effective resource planning to maximize the productivity of resources
• Develop objectives and goals for the department
• Routinely motivate the departmental leadership team and employees to set and achieve goals, and monitor goals
• Collect data and complete reports to ensure team performance targets are met
• Monitor and adhere to guidelines as it applies to the company’s business

Qualifications

• Bachelors degree, or equivalent work experience with 3 years experience in a leadership role, and 3 years’ experience managing a call center
• Medicare knowledge, preferred
• Advanced skills using Facets and Microsoft Office Products such as Microsoft Word, Outlook, and Excel

Apply now