Lead Sales Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with the Call Center Director to formulate and implement sales, operational, and growth strategies.

• Evaluate call volume, conversion rates, eligibility, service levels, abandonment rates, productivity, quality, staffing, and campaign performance.

• Transform performance trends into actionable recommendations, action plans, forecasts, and reports for executive-level review.

• Assist in annual and seasonal planning, including AEP, OEP, ROY, capacity modeling, sales objectives, and contingency planning.

• Create business cases and scenario models that highlight risks, opportunities, trade-offs, and leadership decision-making requirements.

• Direct strategy, governance, and assessment of proficiency and priority routing.

• Evaluate agent performance to guide tiering, queue assignments, campaign access, and call distribution processes.

• Set routing criteria, review schedules, exception processes, and approval requirements.

• Assess the impact of routing changes on conversion rates, productivity, service levels, quality, and overall customer experience.

• Collaborate with frontline leaders, Workforce Management, and Technology on routing modifications.

• Act as a liaison between Call Center Operations and Technology, Product, Salesforce, Genesys, Reporting, and platform teams.

• Convert business needs into detailed requirements, use cases, priorities, and acceptance criteria.

• Lead or support improvements involving call routing, IVR, queue prioritization, overflow management, transfers, reporting, and agent workflows.

• Engage in planning, testing, implementation, readiness, and post-launch evaluations.

• Identify manual processes suitable for standardization or automation.

• Develop scalable reporting tools and workflows.

• Spearhead organic growth initiatives aimed at enhancing sales volume.

• Discover opportunities through Book of Business outreach, outbound campaigns, retention strategies, referrals, ancillary products, cross-channel collaborations, and customer re-engagement efforts.

• Design pilots, implementation plans, success metrics, and scaling recommendations.

• Connect growth initiatives to staffing, technology, training, scripting, compliance, compensation, and reporting needs.

• Lead cross-functional projects by defining objectives, milestones, ownership, dependencies, risks, and success metrics.

• Facilitate working sessions, document decisions, track commitments, and address barriers with proposed solutions.

• Provide leaders with scorecards, dashboards, performance insights, and decision-support resources.

• Support daily, weekly, monthly, and seasonal operational reviews.

• Produce policies, process guides, presentations, and operational tools.

• Maintain documentation for reports, processes, projects, and business decisions.

• May offer daily direction and workflow oversight to Sales Support Professionals, contractors, or project resources.

• Serve as a delegate for the Call Center Director on designated initiatives.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience.

• Experience in sales operations, analytics, workforce planning, reporting, project management, process improvement, or a related field.

• Ability to analyze complex data and convert findings into actionable business insights.

• Advanced proficiency in Microsoft Excel, PowerPoint, Word, Teams, and other related reporting or collaboration tools.

• Strong skills in project management, organization, documentation, and execution.

• Excellent written and verbal communication skills, including the ability to create executive-level presentations.

• Capability to lead cross-functional initiatives and influence stakeholders without direct authority.

• Ability to independently manage multiple priorities in a fast-paced environment.

• Must work from a dedicated space free from interruptions to protect member PHI/HIPAA information.

• Self-provided internet service must meet minimum speeds of 25 Mbps download and 10 Mbps upload.

• Preferred: Experience in Medicare, healthcare, insurance, regulated sales, or inbound call center operations.

• Preferred: Familiarity with Salesforce, Genesys, Power BI, workforce management systems, or automation tools.

• Preferred: Knowledge of call center performance metrics, forecasting, capacity planning, skills-based routing, and IVR or call-flow design.

• Preferred: Experience in supporting technology implementations, organic growth initiatives, or seasonal sales readiness.

🏝️ Benefits

• Bonus incentive plan based on the performance of the company and/or individual.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.

• Dedicated home workspace requirement to safeguard member PHI/HIPAA information.

• Internet service support for remote work, including minimum speed requirements and potential upgrade needs.