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HealthSpire is a multi-carrier e-broker agency, directly responsible for utilizing digital channel to generate Individual Medicare business (e.g., MAPD, PDP, Med Supp., and Ancillary products) and provide client support through web-tele-advisors empowered with the latest data analytics. The Sales Manager will be responsible for managing an assigned teams' daily operations of the call center, training and coaching of TeleAdvisors, developing Team Captains and working with other members of the team to continue enhancing sales operations performance and effectiveness. The position will directly report to the Sr. Director of Sales of HealthSpire.
-Working with key stakeholders (agents and org leadership) to deploy training curriculum, tactics and techniques to enhance sales productivity, ROI, as well as lead product and technical expertise of the team.
-Assist in recruitment and onboard new agents through defined onboarding and training process as needed.
-Effectively deliver call center operational targets including sales volume, conversion rates, portfolio mix, as well as other targets outlined in the plan.
-Maximize the operational effectiveness of the contact center operations (eg. Sales, conversions, quality) by leveraging call center best practices and infrastructure in accordance with the goals and budget.
-Ensure adherence of CMS, Federal, and State Guidelines throughout the lifecycle of the sales process to include: scripts, consumer needs assessment, product and sales expertise through quality assurance, coaching, and reporting.
-Daily, weekly, and monthly scheduling of call center staff.
-Daily, weekly, and monthly monitoring, coaching, and training of the work force management, call center capacity and utilization, agent data capture, schedule adherence, quality of service, and other operational KPIs.
-Execute year-round Member Retention programs focusing on best in class member experience and continuous engagement.
-Other duties as assigned
-Demonstrated high level of individual performance within Medicare Telesales Environment
-Extensive knowledge of Medicare products and telesales procedures, agent licensing and onboarding.
-High degree of computer and data literacy.
-Proven ability to work under pressure and deliver superior quality of work in efficient manner.
-Formal and/or informal leadership experience desirable
-Life & Health insurance license is a plus but not required to be employed. It is required to obtain the license within 90 days from the employment start date.
Bachelor's degree is preferred
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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