Inside Sales Call Center Manager

General Description

Are you looking to lead a team of inside sales professionals to high performance and an exceptional patient experience? Do you enjoy helping people feel better and live their best life? Us too! As a high growth organization, we are looking for an Inside Sales Manager to run a team of 10-15 inside sales representatives, located in a call center, who are responsible for converting prospective patients into new patients. The team’s primary responsibility is to effectively communicate the value of receiving treatment at our clinics and schedule patients for their initial exam. It’s important that each prospective patient has an amazing experience, from initial contact and throughout their clinical experience. This role is responsible for creating an outstanding patient journey from the initial call/chat/email to ensuring the patient keeps his/her appointment.

The manager will have a solid understanding of how to convert prospective patients as well as how to utilize CCaaS (Talkdesk) and CRM (Salesforce) software platforms to track and optimize team performance. The Inside Sales Manager is accountable for delivering new patient acquisition results on a daily, weekly and monthly basis. Setting sales targets, creating performance scorecards and coaching the team to meet goals are key success factors for the role. This role manages inbound and outbound calls for the organization and works to continuously improve funnel conversions from the initial patient lead to the appointment made and kept.

Essential Functions and Responsibilities

• Manage the Inside Sales Team to consistently hit new patient acquisition targets through effective goal setting, communication, and coaching.
• Create effective key performance indicators, reports, scorecards and dashboards to communicate targets, pinpoint performance improvement areas and effectively coach the team to drive results.
• Interview, hire, train, support, and develop all Inside Sales Representatives. Work with the Marketing Director to create inbound and outbound call forecasts and create staffing plans to scale the Inside sales team to meet our expanding clinic model.
• Implement quality assurance programs such as side-by-sides, best practice development, audits, etc. Manage ICER compliance to all education, quality, workforce management, customer service, operational standards and KPIs.
• Create an extraordinary patient experience via regularly training team members on new sales techniques as well as working with IT to continuously improve CRM and CCaaS software capabilities.
• Manage operational aspects of the Inside Sales Team including daily inbound and outbound calls, chats, emails and texts to ensure an efficient and timely new patient appointment and confirmation processes are achieved.
• Lead daily and weekly team meetings to provide Key Performance Indicators, progress to goals, guidance on any shifts required to meet targets.
• Proactively identify call center operational efficiencies and patient journey enhancement opportunities.
• Work closely with IT to continuously enhance system performance to support a smooth patient journey, improve funnel performance and enhance tracking. This includes assessing new software platforms, supporting software implementations and testing of software systems.
• Support monthly patient campaigns and initiatives in collaboration with sales and marketing leadership team.
• Calculate monthly/quarterly team member bonuses.
• Work with the training team to refine scripting and train and Q/A employee delivery.
• Ensure all inside sales team communications are aligned with Medulla’s mission and vision.

Minimum Qualifications

• 3-5 years of inside sales or call center leadership experience for multi-location organizations.
• Track record of achieving goals through team leadership, innovation, coaching and best practice creation.
• Excels in setting aggressive and attainable goals and achieving them. Experience creating key performance indicators and scorecards to track team performance.
• Experience performing root-cause analysis to better understand sales/conversion hurdles and coaching team members to drive performance.
• Proficiency with call center and business software including CRM (Salesforce, Microsoft Dynamics, etc.), CCaaS (such as Five9, Talkdesk, etc.) and Microsoft Office.
• Experience leading team meetings to drive results.
• Proven track record in proactively driving process improvement.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

Preferred Qualifications

• Bachelor’s degree.
• Highly motivated by achieving sales goals and driving success.
• Ability to work in a high-growth environment.
• Experience implementing CCaaS and/or CRM software platforms.

Job Competencies

• Effective at motivating and managing a growing team, including shifting team structure and roles to optimize performance.
• Passionate about creating a positive customer experience for every prospective patient.
• Ability to create a high-energy, goal-oriented team environment via setting, tracking and achieving daily, weekly and monthly targets.
• Working knowledge and passion for identifying and improving new marketing and call center technologies such as Salesforce, call intelligence systems, call routing and tracking systems, etc.
• Skilled guiding team-members on how to diffuse negative patient phone calls.

Disclaimer

All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Medulla procedures and protocols. Must perform other related duties and assist with project completion as needed.