Sales Performance Manager

Responsibilities

• Directly manage and support a team of Sales Agents to deliver outstanding customer service and meet performance goals.
• Coach, mentor, and develop team members through regular feedback, one-on-ones, performance reviews, and tailored development plans.
• Monitor team performance, ensuring adherence to KPIs such as call quality, productivity, and compliance metrics.
• Identify training needs and partner with internal teams to deliver targeted training programs.
• Drive a performance-driven culture by setting clear goals, recognizing achievements, and addressing performance concerns proactively.
• Participate in the hiring, onboarding, and continuous development of new team members.
• Collaborate cross-functionally with Quality Assurance, Training, and Workforce Management to optimize team performance.
• Provide regular reporting and insights on team metrics, identifying trends and recommending actions to improve results.
• Lead Agent Development Plans (ADP) when necessary and maintain accurate performance documentation.
• Support change management initiatives and communicate updates clearly to ensure team alignment.
• Take ownership of special projects or initiatives assigned.

Requirements

• Operating within an office five days per week and on weekends as necessary during periods of the year such as the Annual Enrollment Period (AEP).
• Working 45–60 hour weeks throughout AEP.
• Being Hands on when needed, direct sales participations.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2+ years of call center leadership experience required.
• 1+ years of experience in a direct supervisory role.
• Prior experience coaching and managing performance of customer service or sales teams.
• Experience launching or scaling new teams, programs, or initiatives is a strong plus.
• Understanding life insurance, Medicare and Medicaid regulations, and healthcare industry best practices a plus.
• Strong interpersonal and communication skills, with the ability to lead, coach, and influence others effectively.
• Self-motivated with a proven ability to drive performance while maintaining high standards of quality and service.
• Detail-oriented with strong organizational and problem-solving skills.
• Strong analytical and conflict resolution skills.
• Adept at managing through change in a fast-paced, high-volume environment.
• Fluent in Spanish and English.