Director Outsourcing Call Center Jobs (NOW HIRING)

BASIC FUNCTION
Strategically manage departmental processes and procedures associated with selling consumer products via direct sales vehicles. Direct overall activities for inside sales call center staff, sales support staff, and outsource vendor through frequent assessment of performance to support attainment of consumer product sales goals. Provide coaching, mentoring and motivational programs to ensure achievement of established performance metrics. Maintain standards of a high performing inside sales call center operation.
Provides leadership to inside sales team by determining individual and departmental areas of strength and weakness and develop strategies for enhancement. Leads cross-functional teams to ensure attainment of sales and membership goals.
DIMENSIONS

• Direct Supervision: 2-3
• Management: 2-3
• Exempt: 15 Sales Reps
• Non-Exempt: 8 Sales Support Reps

PERSONNEL DECISIONS
Selects, trains, evaluates, and rewards direct reports within corporate, Human Resources, and divisional policies and guidelines. Coordinates efforts of team leaders and outsource vendor operations, including planning and execution of resource management (both human capital and budget dollars) such as competency, availability, allocation and utilization.
SUBORDINATES

• Inside Sales Manager
• Sales Support Manager
• Vendor Team Leader/Manager

ENVIRONMENT
The consumer contact center is responsible for generating and processing sales for all consumer insurance products via telephone, direct sales, and the Internet. As such the processes and procedures for selling the insurance products and processing applications in accordance with established guidelines is within the purview of the Call Center Manager. The incumbent plans appropriate activities, staffing and resources (internal and external) necessary to handle business surges throughout the year. These activities include identifying requirements, establishing clear and achievable objectives, and outsourcing call handling as required.
WORKFLOW
The incumbent's work is initiated by consumer sales corporate goals and objectives as established by the Executive Director of Specialty Products. The incumbent assures that the staff is properly trained and motivated to accomplish goals and provides the direct report assistance to ensure informational and resource availability. In addition, the Manager is responsible for:

• Ensuring seamless workflow process from sale inception to close and regularly instituting changes necessary for processes to effectively support sales;
• Cultivating direct marketing programs, lead generation channels, and sales strategies aimed at achieving sales goals;
• Working with Direct Response Marketing Manager to ensure sales campaigns are developed as planned;
• Analyzing data to determine trends and, if necessary, recommend directional changes;
• Working in association with the Consumer Insurance Resource operations management team, developing annual sales plans and annual membership forecasts; and,
• Participating in monthly forecast process to update annual projections as needed

KNOWLEDGE
This position requires a minimum of a bachelor's degree and at least 5 years of management experience. Possessing knowledge of marketing and selling insurance products with an in-depth knowledge of Blue Cross Blue Shield products in addition to governmental regulations relative to health insurance is a plus. A strong understanding of health insurance for the consumer marketplace and insurance company operations is also important. Knowledge of call center automation tools aimed at streamlining workflow is highly beneficial.
The ability to manage and lead a team to achieve goals in a sales call center environment is vital. This ideal candidate will possess excellent presentation/facilitation skills and strong knowledge of evolving sales techniques including consultative selling skills applied in a consumer-based sales environment. The ability to direct, motivate and develop an inside sales team for increased performance along with strong interpersonal and communication skills are crucial. Previous experience in planning, organizing and managing are also required. The incumbent must possess the ability to effectively problem solve and negotiate.
THINKING REQUIREMENTS
The incumbent is responsible for formulating consumer product sales plans. The operations are governed by underwriting guidelines, corporate and standard procedures, CMS regulations, FCC regulations, legal restrictions for the sale and service of contracts and business ethics. The incumbent organizes the direct sales and support operations of the Consumer Insurance Resource Center.
As a newly developed, entrepreneurial operation, the incumbent is expected to assist in the creation of a consumer-driven culture and encourage the pursuit of continuous improvements to remain competitive in the marketplace.
INTERFACING AND INTERPERSONAL SKILLS
The incumbent has daily interaction with his/her direct reports, peers and all levels of management. The incumbent provides regular direction and guidance to direct reports as well as the management staff of outsource vendors.
AUTHORITY AND DECISION MAKING
The incumbent assures the attainment of consumer sales objectives. The incumbent provides guidance to direct reports in meeting sales and retention goals. Problems encountered by the incumbent are also resolved under existing corporate operating policy, government regulations or precedent. Approval is required only in those situations where changes have broad corporate impact. The Director of Executive, Specialty Products reviews the recommendations made by the incumbent in these situations.
SECURITY LEVEL 2
Sensitive; moderate risk public-trust positions that have potential for MODERATE impact on computer security of an application or system.
PRINCIPAL ACCOUNTABILITIES - ACTIVITY and END RESULT

• Activity: Establish sales goals and compensation plan for inside sales agents.
  End Result: Ensure membership goals for consumer products are met

• Activity: Select, develop, evaluate and reward direct reports.
  End Result: Ensure development of a competitive, high-performing organization and accessing the talent of individuals and the overall team

• Activity: Plan and organize sales, sales support, and outsource vendor activities.
  End Result: Ensure that all employees are aligned and working towards the attainment of the consumer insurance resource center sales goals

• Activity: Oversee and monitor sales results.
  End Result: Ensure sales and membership goals are met

• Activity: Provide input into consumer-directed product development.
  End Result: Ensure that we are providing a competitive product to our Individual and Medicare customers

• Activity: Assist in the selection and management of an outsource vendor(s) operation to handle afterhours call activity and influx in call volume during Medicare Open Enrollment Season.
  End Result: Manage sales call volume and maintain a 95% Inbound answer rate. Offer prospective members a high level of service

• Activity: Develop sales contests designed to keep inside sales team focused and motivated.
  End Result: Maintain a healthy, competitive environment where top performers are rewarded and sales goals are met