Role Description
The Sales Manager plays a critical role in the growth and development of the Sales Call Center at Oak Street Health. This is an opportunity to lead a growing call center group and make a significant business impact by developing effective sales strategies and tactics. The Sales Manager position will report into the Director, Call Center Operations and be responsible for the below.
Core Responsibilities
- Partner with other Sales Managers to lead the performance of the call center ensuring new patient acquisition targets are met.
- Partner with the marketing analysts and channel owners to develop strategies and processes for channel performance.
- Identify coaching and training needs for improved patient acquisition performance.
- Manage all day-to-day outbound calls to ensure new patient acquisition targets are met.
- Continuously monitor patient acquisition activities taking place within the outbound sales group related to calls answered, appointments scheduled, and appointment show rates as well as appointment confirmations.
- Lead weekly team meetings to provide key performance indicators, progress to goals, and provide guidance on any shifts required to meet targets.
- Provide coaching and guidance to team leaders for improved team performance; ensuring team leaders are performing the following: call observations, identifying drivers within the metrics and completing action plans for each sales representative.
- Proactively identify call center operational efficiencies and patient journey enhancement opportunities, strategize with and make recommendations to the call center leadership team on improvements.
- Aid in the planning of and support the implementation of call center initiatives and strategies.
- Monitor contact center reporting systems to maintain departmental KPIs.
- Furnish daily, weekly, and monthly reports to leadership.
- Continually assess training needs through reporting and call monitoring.
- Ensure that all call center performance and service standards are met in the areas of quality, call processing time and other productivity and staffing KPIs to maximize call center effectiveness.
- Lead by example to ensure a strong understanding and connection to the Oak Street Health mission, core values and initiatives.
- Support the agent and team leader selection and onboarding process.
- Provide, support and maintain reward & recognition programs that drive key behaviors and motivate employees and increase employee retention.
- Using metrics and data analysis, make recommendations for patient acquisition improvements.
- Other duties, as assigned.
What are we looking for?
- 3–5 years of inbound and outbound contact center management experience
- Experience with both manual and predictive dialer outbound campaign management
- Good understanding of workforce management tools and processes
- Experience in assessing and developing sales talent
- Experience leading team meetings, educating and coach reps and team leaders to drive performance, and setting daily/weekly/monthly goals
- Analytical and strategic thinker
- Ability to create a high-energy, goal-oriented team environment by setting, tracking and achieving daily, weekly and monthly targets
- Effective at leading team meetings
- Effective at motivating and managing a growing team, including shifting team resources to optimize performance
- Willingness to challenge the status quo in a collaborative and constructive way to achieve goals
- Experienced in leadership and leadership development in a contact center environment
- Demonstrated attention to detail
- Ability to understand sales and operational data, interpret trends and quickly assess areas of improvement
- Ability to design and implement process improvement initiatives
- Proven innovative problem-solving abilities and decision-making skills required, in addition to prioritization and planning skills
- US work authorization
- Someone who embodies being ‘Oaky’
What Does Being “Oaky” Look Like?
Why Oak Street Health?
Oak Street Health Benefits
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