Overview: The CRS Group is currently looking for a Call Center Sales Manager for one of our clients in the Orlando area. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.
Location: Orlando, FL 32826
Pay: $26 per hour/$56,000 annual salary
The Sales Manager is responsible for the front-line sales delivery. In this role, the Sales Manager acts as a role model for the values of the firm and for sales and customer service best practices. Sales managers are expected to coach and develop sales agents through continuous sales technique and skills development while addressing all performance issues in a timely manner.
Most of the Sales Managers day is spent interacting with sales agents, and Quality Managers. The Sales Manager 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.
Duties and Responsibilities:Drive the sales results through daily, weekly, monthly sales management results and accountability; consistently coaching to sales targets.Manage outbound and inbound telesales campaigns.Motivate and lead team to execute strategic sales plan; set action plan.Monitor each sales agents daily performance and compare it with each months 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.Deliver consistent, timely sales coaching to agents immediately after calls and after receipt of Quality Assurance 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.Motivate sales agents to perform well.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 - 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, and reporting.Emphasize the whole job, ensuring that supporting performance indicators are defined and achieved.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.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 performance support tools.Lead, participate and facilitate cross-department projects as required.Assist in development of plans to improve customer satisfaction and overall quality of delivery.Identify process improvements/enhancements to performance support tools and client provisions/processes and share these with appropriate leaders.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.
Qualifications:3-5 Years of Sales Industry experience3-5 Years of People Management experience.1-3 Years of Outbound Medicare Sales experience.Management experience in one or more of the following preferred:Medicare Insurance Telesales (Outbound Preferred)Insurance Sales ExperienceSales Coaching ExperienceCall Center experiencePublic speaking/Sales Motivational speaking skillsSales planning (Sales Builder and/or Accountability Model experience)Building RelationshipsCoachingManaging ProcessesSpecific domain and plan-specific, and/or market knowledgeExperience with customer-focused performance metrics and continuous improvement managementCall center operations experienceCustomer Service Desktop toolsProficient in ExcelProficiency in CS Quality Coaching and Personalized Care ModelSystems, Internet and telephony environmentDelivery model and best practices skillsStrong project management and execution skillsAbility to solve problems and create positive customer resolution to reduce escalationAbility to manage multiple priorities in a fast-paced environmentBachelors degree and/or equivalent work experience.Preferred-Current Resident Life and Health insurance licensePreferred-Ability to contract with Consumer Sales CarriersParticipation in training sessions, presentations, meetings, and huddlesExtended periods of time monitoring live calls and listening to call recordings for quality assurance and coachingFast-paced and changing/dynamic market environmentAttention to detail is critical
ss # 84880
Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
Call Center Processes