Sales Support Supervisor

Supervisor - Sales Support Team

Warner Pacific – California

The Supervisor of Sales Support is primarily responsible for day-to-day supervision of employees in Pre-Sales, Enrollment, and Sales Communication Coordinator. This individual is expected to balance his/her time between managing the workload, assignments and the performance of the Department’s staff. Will train new department members, coach, counsel and evaluate performance of direct reports utilizing performance management processes as needed. Management duties are inclusive of making recommendations regarding hiring, performance management, termination and other employment decisions. Plan and execute employee engagement activities that foster a high performing culture and focus on the development of employees to optimize their performance. Establish best practices for optimal workflows to maximize resources. Maintain lines of communication with Operations, IT, and other departments to ensure internal and external customer support items are addressed efficiently and effectively. The Supervisor of Sales Support reports to the Director of Sales, although he/she is expected to perform with a minimal amount of supervision and to exercise outstanding judgment, communication skills and analytical reasoning in all aspects of job performance.

In addition to supervisor responsibilities, this role is accountable for supporting their assigned Sales Consultants in achieving business targets. Partners with assigned Sales Consultant throughout the sales cycle. Review new business opportunities, facilitate and help create various sales processes, and assist in presales support.

Overview of Responsibilities

• Initiate, evaluate and balance/reallocate workload as necessary.
• Make recommendations on procedures and processes improvements.
• Identify and work cooperatively with Human Resources as necessary to resolve employee relations, complaints and other interpersonal communication issues in a timely and professional manner.
• Identify staff development needs and provide/coordinate necessary training and skill development for members of the Department.
• Assure timely receipt and correction of timesheets for Department personnel as necessary.
• Compile and conduct all Departmental staff reviews as required.
• Achieve performance objectives as established.
• Mentor and train staff members; provide performance counseling and appropriate feedback; and recommend/ implement disciplinary measures as needed.
• Receive customer information and research/contact appropriate parties to obtain prompt and thorough resolution to problems/issues.
• Demonstrate solid understanding of market factors, carriers, plans, benefits and legislation in the California group insurance landscape.
• Provide carrier/plan consultative services to Sales Consultant and agent customers to assist with new group and renewal purchasing decisions.
• Assist with outbound calls to follow up on quotes, discuss plan options and identify cross sell/upsell opportunities.
• Work alongside the Sales Consultant to identify, recruit and secure relationships with high potential Brokers.
• Demonstrate ability to navigate and properly use the Company’s website and proprietary quoting engine.
• Assist in broker training to promote Warner Pacific technology tools to increase adoption, and support training for carrier and external partner’s technology.
• Handle elevated broker/case issues in a timely fashion, generally within 24 hours, and provides timely follow up to affected parties regarding status.
• Demonstrate ability to think and act independently and to consider all available avenues to obtain desired results for customers.
• Conduct all business activities with a sales acumen and a goal of providing only the soundest purchasing recommendations to Sales Consultants and agents.

Expected Leadership Qualities

• Respectful communication towards all applicants, employees and customers
• Communicate effectively, clearly and consistently regarding performance expectations and objectives and job requirements.
• Lead by example to enforce all company policies and procedures.
• Embrace change with a positive attitude and to motivate others in the Department to do the same.
• Maintain and foster positive, open communication channels with all internal and external partners.
• Demonstrate consistent, outstanding judgment, honesty and integrity in all aspects of job performance, including hiring, disciplinary and other recommendations and day-to-day supervisory and case assignment responsibilities.

Additional Skills and Requirements

• Minimum of a high school diploma, GED or equivalent; advanced education or degree preferred.
• 7+ years of health care/medical sales/service experience, preferred.
• Valid California life/health insurance license as applicable.
• 3-5 years in a Supervisor or Manager role with successful track record managing sales and /or operations teams.
• Excellent communication skills (written and verbal) with history of effectively communicating clearly and timely to multiple audiences.
• Experience leading and motivating staff, utilizing performance management process in a multi-team environment.
• Demonstrates strong creative problem solving; strong interpersonal and relationship-building skills with the ability to negotiate and influence others in a positive manner.
• Demonstrated ability to maintain a pleasant, cordial, and professional demeanor when negotiating with senior management, management, coworkers, carriers and customers.
• Demonstrated ability to successfully prioritize and remain calm and professional when faced with requests, demands and deadlines.
• Demonstrate consistent, outstanding judgment, honesty and integrity in all aspects of job performance/management ability.

Compensation

• Salary Range* - $87,075- $116,000 annually.
• Actual compensation may vary from posting based on work experience, education and/or skill level.
• * The salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting. The company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.