Business Support Sales Manager

Position Summary:

The Business Support Sales Manager is responsible for training, hiring, monitoring and motivating the inside B2C sales team to increase revenue for direct-to-consumer sales. The sales manager will achieve this goal by leading the B2C sales team and supporting growth by improving team productivity, sales strategy opportunities, and developing new team members. The sales manager will work with the business development team and other internal teams supporting the overall mission of the organization in growth. Effective communication, strategic thinking, positive coaching, efficient time management, and leadership skills are required for this role. The sales manager motivates and inspires the team by creating an environment that promotes positive communication and integrity. This role is base pay plus tiered commissions.

 Essential Functions:  

• Act as a Culture Leader for the Business Development Team, modeling the ASAP AIMs in your work and encouraging team members to do the same. 

• Create and deliver sales coaching/sales effectiveness strategies to the B2C sales team, in partnership with leadership.
• Track individual and team metrics, reports, and pipeline data. 
• Lead and motivate B2C team to meet individual and team sales goals
• Develop and grow existing team members.

• Prepare and manage huddles/meetings for all Business Support Advisors (B2C Inside Sales Reps) in a call center team environment working remotely over Eastern and Central time zones. 
• Maintain and establish protocols, trainings, development of team, trouble shooting and QA issues in partnership with leadership team. 

• Onboard and train new colleagues on systems, processes, quality, and sales strategies.  
• Assist B2C team members with problem solving and resolution.
• Understand and participate in the daily functions of B2C team members.
• Identify opportunities and execution strategies to improve the effectiveness of the B2C sales team members.
• Maintain coverage of the team and their pipelines. 
• Act as a subject matter expert for the B2C sales team. 

• Lead various job related projects upon request.
• Identify opportunities, create solutions, and monitor progress of process improvement initiatives on an ongoing basis. 
• Perform internal reviews for procedural issues, as well as ethical, appropriate, and quality customer service to direct employees, including review of recorded calls, survey responses and reviews.

• Generate B2B leads through the team triaging employee calls in order to contract companies creating more referrals for the business to business/account management team.
• Interface and engage the account management and operational teams on customer service issues to ensure positive ongoing client relationships.
• Participate in appropriate marketing efforts.

Responsible for monitoring and ensuring the productivity of the B2C sales team including adherence to the call back cadence, accuracy rating and other metrics. 

• Analyze and provide reports to identify trends relative to sales, utilization, and retention.
• Support in-house SAPs registered in FMCSA Clearinghouse with safety sensitive employee invitations
• Manage and monitor lead assignment and other daily tasks to improve efficiency of B2C sales team.

Education:  

• A minimum of bachelor’s degree in marketing or business management/administration preferred.
• At least 5+ years sales or account management experience preferred.
• At least 3+ years of Call Center Sales Management experience required.

Qualifications/skills:

• Ability to actively listen and solicit ideas and empower teammates; a team player who is supportive and empathetic. 
•  Easily adaptable with the ability to adjust to changing circumstances in a growing fast paced environment. 
• Skilled in conflict resolution with the ability to find solutions to problems by creating new methods or refining current protocols.
• Strong interpersonal skills with the ability to establish trust and positively motivate a sales team.
• Ability to manage and develop sales employees with different skill and experience levels.
• Experience with team building activities.
• Serve as a role model and develop a customer centric team culture.
• Knowledge of drug and alcohol risk management industry is helpful.
• Excellent computer-based, telephonic, verbal and written communication skills.

• Detail orientated individual.
• Exceptional and demonstrable customer service business style and orientation. 
• Bi-lingual Spanish/English speaker preferred.
• Excellent problem solving and decision-making skills.
• Strong goal setting skills and goal achievement history.
• Ability to strategize, persuade and negotiate.
• Proficient in Word, Excel, Outlook and PowerPoint.

Work Environment: 

This position is a remote position that performs work from the assigned home location. The job requires dedicated and uninterrupted time identical to the conditions of working in an office environment.  Must be within driving distance to corporate headquarters in Cockeysville, MD. Occasionally the remote position located in the state of Maryland may report to the corporate office to attend meetings or team functions.  The content of information received and communicated contains confidential information, including PHI.  While performing the duties of this job, it is the responsibility of this position to make all efforts to secure the clients confidentiality and always protect clients PHI information.   The remote worker must abide by the Remote Work Policy.  

Physical Requirements:

• Be stationary in a sitting position for extended hours at a time, 7-8 hours of the workday 
• Perform repetitive tasks with few breaks throughout the day 
• Repetitive typing and  communicating
• Utilize desk phone/cell phone
• Occasional moving and standing

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Management may assign or reassign duties and responsibilities to this job at any time.   

All qualified applicants will receive consideration for employment, transfer, or promotion without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability,  veteran status or any other protected status under federal and state laws.  ASAP provides reasonable accommodations for qualified individuals with disabilities to perform the essential functions of the job.