Telesales Supervisor

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States.  And we've just started. So join us on this mission!

Job Description

A bit about this role: 

As the Telesales Supervisor at Devoted Health, you will play a crucial role in leading a team of licensed telesales agents responsible for selling Medicare Advantage policies to Medicare beneficiaries across multiple states. You will be responsible for training, coaching, and motivating your team to exceed performance expectations, drive sales results, ensure compliance, and build customer loyalty.

Your Responsibilities and Impact will include:

• Lead a team of 15+ licensed telesales agents, fostering a culture of performance, accountability, and motivation.

• Provide coaching and training to assist in exceeding member expectations, driving sales results, ensuring adherence to compliance guidelines, and building customer loyalty.

• Manage the team to achieve goals on phone service levels, call quality, outbound contacts, sales, and appointment conversion rates, among other performance metrics.

• Effectively manage remote and onsite teams across multiple time zones, including Eastern, Mountain, Pacific Time zones, and Hawaii time.

• Conduct side-by-side observations, review calls for quality monitoring, and hold regular 1x1 feedback sessions.

• Advocate for the team by identifying training, tech, and/or process-related needs to improve the member and/or agent experience.

• Provide agents with individual performance metrics to support their development and drive improvements.

• Handle customer escalation calls as needed.

• Utilize an analytical mindset to identify and create opportunities for improvement.

• Collaborate as a team player with strong problem-solving skills, capable of adapting to change in a fast-paced environment.

• Meet sales targets and quickly identify and close performance gaps.
   

Required skills and experience:

• At least 2 years of supervisor/manager experience.

• At least 4 years of experience in a call center or telesales/teleservice and/or sales environment.

• Strong analytical and proficiency in Google/Microsoft software skills.

• Ability and experience using data to improve performance.

Desired skills and experience:

• Valid/current state health insurance license (or ability to acquire prior to start date).

• Experience building and delivering performance management and corrective action plans for direct reports.

• Healthcare and/or Medicare experience is a plus.

• Experience using and training CRM and marketing automation applications (Salesforce.com, Unica).

#L1-Remote

Salary Range: $70,000 - $80,000 per year plus commission

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family.  We are committed to a diverse and vibrant workforce. 

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.