Director of Telesales

Work at Home

Job Description

The Director of Telesales will manage healthcare processing teams to include claims, appeals, member & provider service agents both on-site and remotely (work-at-home). As the Director, you will be managing not only processes but teams of people from a senior oversight level. Ensuring that the Project Manager, Supervisor and/or Team Leads are conducting training, monitoring quality assurance and ensuring all metrics are being met. The Director will liaise with the client on a regular basis to discuss deliverables, refine processes and solidify a strong relationship. The focus of this leadership position is on achieving results which are aligned with the organization's strategic goals. Initiative, coupled with a sense of competitive drive and the ability to stay focused on results despite changing conditions, is the key to achieving the performance objectives of this job.


  • Assist with oversight of training for all new hires for designated projects
  • Delegation of details as necessary, with follow up on timeliness and quality
  • Accountability for results
  • Quick decision making in response to changing conditions
  • Work with client to establish metrics for the team
  • Work with PM to ensure/monitor all metrics are met by the team
  • Liaise with client and BP internal IT on resolving any technical issues
  • Liaise with client as often as needed to make sure all needs of the project are being met while establishing relationships to further sales opportunities.  
  • Problem solver who likes change & innovation while controlling the "big picture".
  • Socially poised and motivating team builder.
  • Self-starter who is goal oriented.
  • A leadership style that is firm and goal oriented, and yet motivates, trains, and engages others in an enthusiastic way
  • Plan and manage Sales team activities to achieve enrollment goals for Telesales line of business
  • Identify, develop, and implement sales plans
  • Identify and develop relationships with individuals and organizations that influence the buying behavior of our target consumer . Understand the strengths and weaknesses of each organization and how it impacts the marketplace.
  • Measure, track, and report sales productivity in accordance with established goals. Identify and incorporate training and coaching opportunities for Marketing Representatives to ensure productivity, quality, and effectiveness
  • Work collaboratively across multiple functions including marketing and sales operations on team training (benefits/operations/sales skills) to ensure the Medicare Advantage Sales Department utilizes best practices to assist with achieving sales goals
  • Partner with Compliance to review and resolve all sales issues that potentially might occur
  • Oversee CMS required annual training and certification program and ongoing training to ensure regulatory compliance
  • Conduct sales calls with Representatives to assess skills and coach/mentor for performance development.
  • Coach Representatives on their performance to aid in achieving quantitative and qualitative performance sales targets; Provide ongoing mentoring and coaching, including reviewing sales results/activities and developmental feedback to assist with improving performance.
  • Monitor sales results, trends and hold Representatives accountable for achieving/exceeding sales targets
  • Partner with Talent Acquisition to source and select candidates to ensure a continual pipeline and sufficient base of Representatives to meet assigned sales/membership growth targets
  • Conduct formal and on-the-job Representative training to ensure understanding of our product, compliance/policy requirements, sales processes, brand and value proposition messages and sales systems
  • Organize activities, leads and incentives to ensure effective and efficient coordination of sales bonus programs
  • Act as a liaison between Representatives and key stakeholders to ensure Representatives are appropriately set up and provided support to carry out their duties. This includes, contracting, licensing/appointment, certification, training, enrollment administration, commission payment, agent servicing, etc.

Basic Qualifications

  • Must have 3+ years of Telesales call center management experience 
  • Bachelor’s degree in related field (healthcare mgmt., business administration) or equivalent experience 
  • Must have experience with BPO, Contact Center or Healthcare/Insurance industry
  •  Experience in directing, managing and engaging remote teams.
  • Experience working with senior management as a liaison between client and employer Proven proficiency in Word, Excel, PowerPoint, Skype for Business, Adobe Connect or similar tool
  • Position requires ability to travel as determined by each project (approx. 15%)
Systems experience required:    
  • Salesforce CRM experience
  •  Microsoft Office 

Preferred Qualifications

  • Bachelor’s degree in related field (healthcare mgmt., business administration) or equivalent experience