Supervisor, PCC Sales

Mdvip•Boca Raton, FL

About The Position

MDVIP is a national leader in personalized healthcare, empowering over 425,000 members to achieve their health and wellness goals through a network of more than 1,400 concierge primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work® since 2018, MDVIP is committed to excellence in patient care and employee satisfaction. Manages and develops business relationships with MDVIP affiliated physicians and prospects through assigned inbound and outbound telephone sales and survey campaigns. Ensures staff is properly trained to effectively execute campaign strategies according to the company’s direction. Oversees sales representatives’ performance executing campaigns to achieve goals and objectives and schedules weekly 1:1 sessions for direct reports. Develops effective quality measurements for all sales staff and regularly communicates feedback to staff. Performs a variety of reporting measurements and audits and communicates findings to leadership. Provides remote supervision as Manager on Duty (MOD) as assigned, and supports Member Services as needed, including cancelations, reinstatements, and general membership inquiries.

Requirements

Excellent communication (verbal and written), listening, and rapport-building skills
Proficient troubleshooting and problem-solving skills
Ability to establish priorities, work independently, and manage objectives with little supervision.
Ability to identify, handle and resolve recurring issues.
Identify trends and suggest improvements in product and process.
Knowledge of modern office procedures and methods including telephone communications, office systems, and organized record keeping.
Type 45 words accurately per minute.
Develop and train new employees to successfully provide excellent customer service while meeting service level goals.
Associate degree
At least 3 years related supervisory experience in a supervisory or management capacity within a high-volume call center, focused on sales and service.
Proficient in Microsoft Office applications, with intermediate skills in Outlook, Excel, Word and PowerPoint required.

Responsibilities

Coordinates special campaigns and schedules staff for special projects.
Implements continuous process improvements for call handling to increase productivity, quality, and profitability.
Conducts 10 quality control assessments on each sales representative per month.
Leads sales huddles to share information.
Participates in management calibration sessions for quality improvements.
Ensures new records and sales transactions are accurate and complete and database is updated timely.
Performs sales audits and other special audits, as defined.
Ensures prompt and courteous response to customer inquiries received in the Patient Care Center.
Ensures website and email inquiries are responded to promptly.
Maintains reporting on agent productivity, goals, and marketing information.
Creates and manages sales campaigns and related voice shots.
Manages voice shot support from third party online vendor.
Builds strong working relationships with the Implementation team to ensure team success.
Effectively responds to staffing and employee relations and/or performance issues in a timely manner.
Provides coaching and feedback to direct reports.
Assists in the selection process for new hires and ensures effective training resources are provided.
In collaboration with the Patient Contact Leadership team, maintains staffing levels for maximum productivity and quality.
Accounts for attendance of staff and documents all HR requirements.
Implements policies, procedures, programs including training, goal setting, standards, and benchmarks to evaluate staff performance and continuously improve processes/procedures.
Assesses performance and provides consistent feedback to team members.
Collaborates with Patient Contact Center Leadership team to deliver training, documentation, and process improvement for all areas of responsibility.