Sales Support Representative Jobs in Alabama (NOW HIRING)

Coordinate and manage overall application-processing procedures to ensure seamless administration of consumer information in support of annual sales goals. Direct and develop skills and performance measures of a team of sales support agents responsible for processing prospect's applications, including regular monitoring, coaching and motivational initiatives. Ensure workflow for application processing is meeting associated performance standards.

• Direct Supervision: 10 (Up to 15)
• Non-Exempt: 10

Assists in the selection, training, evaluation, and reward of direct reports within corporate, Human Resources, and divisional policies and guidelines.

Sales Support Agents

The consumer contact center is responsible for generating and processing sales for all consumer insurance products via telephone, direct sales, and the Internet. The Sales Support unit is primarily engaged in the processing of those applications initiated by the inside and field sales reps. The Executive Director and Call Center Manager establish organizational policies, performance measures, as well as processes and procedures for selling and processing applications. The incumbent plans appropriate application-processing procedures, including staffing, monitoring and coaching of staff members.

The incumbent's work is initiated by consumer sales corporate goals and objectives as established by the Call Center Manager and Executive Director. The incumbent continually supports the motivational and training of the Sales Support staff to accomplish goals and provides the direct report assistance to ensure informational and resource availability. In addition, the Unit Manager, Sales Support is responsible for:

• Ensuring department is fully staffed to handle application-processing volume via telephone, internet, and paper;
• Participating in the hiring process, working closely with Human Resources to identify those best suited to the work environment and positional needs; and,
• Managing workflow processes associated with contact center functions.

This position requires a bachelor's degree. At least 3 years experience managing telephone customer service and/or sales reps, in a call center environment is preferred.

The ability to direct, motivate and develop a Sales Support team for increased performance along with strong interpersonal and communication skills are crucial. This ideal candidate will possess strong diagnostic abilities to uncover agent strengths and weaknesses, the ability to provide performance feedback regularly and effectively, and demonstrated motivational and team building capabilities along with a commitment to reaching the organization's goals.

A strong understanding of health insurance for the consumer marketplace and insurance company operations is important. Knowledge of call center automation tools aimed at streamlining workflow is highly beneficial.

The incumbent is responsible for formulating and executing service-based performance review and enhancement programs. 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.

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.

The incumbent has daily interaction with his/her direct reports, providing regular monitoring and coaching to direct reports through both strategic performance enhancement processes, regular feedback and informal communication.

The incumbent provides guidance to direct reports in meeting unit 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 Call Center Manager reviews the recommendations made by the incumbent in these situations.

Sensitive; moderate risk public-trust positions that have potential for MODERATE impact on computer security of an application or system.

• Activity: Coordinate and conduct monitoring and coaching of Sales Support agents.
  End Result: Develop the skills of each rep to support optimal performance and exceptional quality.

• Activity: Implement daily scheduling of Sales Support staff to handle incoming applications.
  End Result: Ensure schedules are being met to maintain adequate phone coverage at all times and provide superior level of service.

• Activity: Review application workflow processes.
  End Result: Ensure workflow for application processing is meeting performance standards.

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