Sales Performance Manager

Tranzact•Charlotte, NC

2d•Onsite

About The Position

The Sales Performance Manager is responsible for driving performance, development, and quality outcomes across a team of Member Care Representatives. This leader plays a critical role in coaching for continuous improvement, ensuring compliance with quality standards, and creating a high-performance culture focused on customer satisfaction and productivity. The Responsibilities of the Sales Performance Manager include: 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, customer satisfaction (CSAT), 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 performance improvement plans (PIPs) 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. This position will require 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).

Requirements

2+ years of call center leadership experience required.
Bachelor’s degree or equivalent work experience.
1+ years of experience in a direct supervisory role
Prior experience coaching and managing performance of customer service or sales teams.
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.

Nice To Haves

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.

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, customer satisfaction (CSAT), 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 performance improvement plans (PIPs) 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.