Telesales Lead

SCAN Health Insurance•Long Beach, CA

3d•Remote

About The Position

The Telesales Team Lead is responsible for supporting the Telesales leaders by assisting Telesales representatives with their daily tasks and functions by answering general insurance related questions about product, CMS compliance, technical systems, and sales techniques. They are responsible for assisting with sales coaching and mentorship by providing in the moment coaching, call listening reviews, as well as planning coaching sessions for individual reps and their teams. Team Leads will also be responsible for assisting with high call volume demands as the need arises. The Team Lead plays a crucial role serving as a leader in the Telesales organization, but without direct reports. You Will Perform Manager on Duty responsibilities during standard operating hours, evenings, weekends to ensure team has support to perform their daily functions and a path to escalate issues. Assist Manager & Supervisors with sales coaching related to sales techniques and call flow, deliver individual and team training content as needed, and help facilitate team huddles. Help triage issues from clients and members when necessary and escalate to the appropriate business partners to ensure timely resolution. Perform call monitoring to ensure representatives are maintaining legal and compliance standards, as well as proper usage of our preferred call flow. Assist team by monitoring "Teams" chat and answering representative's questions and escalating as needed. Use technology to identify areas of strengths and weaknesses within the team and department to help optimize our strategy. Provide necessary feedback to leadership regarding staffing needs, operational gaps, and performance management. Responsible for providing backup phone coverage during times of high call volume, especially during AEP, where Team Lead may be accountable to a sales goal. Responsible for actively supporting all outbound campaigns, for example retention and lead nurturing. We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. Actively support the achievement of SCAN’s Vision and Goals. Other duties as assigned.

Requirements

Associate's degree or equivalent experience
2+ years of related experience (Healthcare)
Required - Health Insurance Producer License
Proficient technical skills, including Microsoft Office, Cresta, Connecture

Responsibilities

Perform Manager on Duty responsibilities during standard operating hours, evenings, weekends to ensure team has support to perform their daily functions and a path to escalate issues.
Assist Manager & Supervisors with sales coaching related to sales techniques and call flow, deliver individual and team training content as needed, and help facilitate team huddles.
Help triage issues from clients and members when necessary and escalate to the appropriate business partners to ensure timely resolution.
Perform call monitoring to ensure representatives are maintaining legal and compliance standards, as well as proper usage of our preferred call flow.
Assist team by monitoring "Teams" chat and answering representative's questions and escalating as needed.
Use technology to identify areas of strengths and weaknesses within the team and department to help optimize our strategy.
Provide necessary feedback to leadership regarding staffing needs, operational gaps, and performance management.
Responsible for providing backup phone coverage during times of high call volume, especially during AEP, where Team Lead may be accountable to a sales goal.
Responsible for actively supporting all outbound campaigns, for example retention and lead nurturing.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.

Benefits

Base Pay Range: $38.46 per hour
Work Mode: Mostly Remote
An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)
11 paid holidays per year, plus 1 additional floating holiday
Excellent 401(k) Retirement Saving Plan with employer match
Robust employee recognition program
Tuition reimbursement
An opportunity to become part of a team that makes a difference to our members and our community every day!