Associate Director of Sales Call Center
DM Clinical Research, Houston, Texas, United States, 77246
Position:
Associate Director of Sales Call Center
Location:
Houston, TX
Job Id:
1143
# of Openings:
1
Associate Director of Sales Call Center
The Associate Director of Sales Call Center is responsible for resource management, development of staff (internal and vendor), while leading the team through continuous improvement including driving improved sales outcomes, training on sales practices or techniques, reinforcing a best in class culture, fostering ideation and innovation, and building sales processes and mentality for the Patient Enrollment Team.
DUTIES & RESPONSIBILITIES
Achieving recruiting and enrollment goals
Setting the direction, vision, and culture of a high performing sales team
Oversee and implement call center policies, performance practices, and procedures to improve cross-functional teams
Driving Lead efficiency and effectiveness while improving conversion rates
Monitoring delivery dates and fulfillment quotas, ensuring quality control and guarding proprietary information
Developing and implementing best practices in sales technique, rapport building, and robust rebuttal
Grow existing business through performance achievements and positive client NPS
Manage, coach and mentor call center leadership to meet department goals
Creating targeted sales improvement plans, train ups, and learning programs
Implementing enhanced scripting and talking points for all studies
Partnering with Training teams on skill, technique, and competency training
Ability to create and track daily agent, and manager performance, and accurately forecast department budgets
Fostering a speak up and innovative culture
Leading the design of intra-day, daily, and month to date performance reporting on KPIs
Increase Department Profitability through market strategizing
Ensuring vended sites are performing at a high standards for performance, ethicality, and patient experience
Conducting Vendor Monthly / Quarterly Business Reviews
Identifying best practices and new technologies to mitigate obstacles to achieving goals
KNOWLEDGE & EXPERIENCE Education
Bachelor’s degree in Business or related field required, related work experience accepted in lieu of a 4 year degree
Masters degree in a related field, preferred
Experience
10+ years of experience in leading sales call center teams
10+ years experience in leading vendor sales teams
5+ years of invoice processes and management
Experience leading multiple vendors and suppliers to negotiate and administer various types of contracts
Demonstrated experience leading large scale, enterprise supplier relationships from a contracting, sourcing and ongoing risk management perspective
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
Credentials
N/A
Knowledge and Skills
Demonstrated knowledge of driving sales results via Inbound and Outbound calling
Understanding of HIPAA, TCPA, and FCC outbound calling regulations
Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing
Ability to lead, motivate, and drive result in a virtual sales environment
Excellent understanding of technology, software applications, phone, and computer systems
Proficient in software programs: CRM, VoIP phone, online applications, and intelligent reporting systems
Excellent relationship-building/interpersonal skills/management experience
Ability to work flexible hours as required to meet business needs
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Associate Director of Sales Call Center
Location:
Houston, TX
Job Id:
1143
# of Openings:
1
Associate Director of Sales Call Center
The Associate Director of Sales Call Center is responsible for resource management, development of staff (internal and vendor), while leading the team through continuous improvement including driving improved sales outcomes, training on sales practices or techniques, reinforcing a best in class culture, fostering ideation and innovation, and building sales processes and mentality for the Patient Enrollment Team.
DUTIES & RESPONSIBILITIES
Achieving recruiting and enrollment goals
Setting the direction, vision, and culture of a high performing sales team
Oversee and implement call center policies, performance practices, and procedures to improve cross-functional teams
Driving Lead efficiency and effectiveness while improving conversion rates
Monitoring delivery dates and fulfillment quotas, ensuring quality control and guarding proprietary information
Developing and implementing best practices in sales technique, rapport building, and robust rebuttal
Grow existing business through performance achievements and positive client NPS
Manage, coach and mentor call center leadership to meet department goals
Creating targeted sales improvement plans, train ups, and learning programs
Implementing enhanced scripting and talking points for all studies
Partnering with Training teams on skill, technique, and competency training
Ability to create and track daily agent, and manager performance, and accurately forecast department budgets
Fostering a speak up and innovative culture
Leading the design of intra-day, daily, and month to date performance reporting on KPIs
Increase Department Profitability through market strategizing
Ensuring vended sites are performing at a high standards for performance, ethicality, and patient experience
Conducting Vendor Monthly / Quarterly Business Reviews
Identifying best practices and new technologies to mitigate obstacles to achieving goals
KNOWLEDGE & EXPERIENCE Education
Bachelor’s degree in Business or related field required, related work experience accepted in lieu of a 4 year degree
Masters degree in a related field, preferred
Experience
10+ years of experience in leading sales call center teams
10+ years experience in leading vendor sales teams
5+ years of invoice processes and management
Experience leading multiple vendors and suppliers to negotiate and administer various types of contracts
Demonstrated experience leading large scale, enterprise supplier relationships from a contracting, sourcing and ongoing risk management perspective
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
Credentials
N/A
Knowledge and Skills
Demonstrated knowledge of driving sales results via Inbound and Outbound calling
Understanding of HIPAA, TCPA, and FCC outbound calling regulations
Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing
Ability to lead, motivate, and drive result in a virtual sales environment
Excellent understanding of technology, software applications, phone, and computer systems
Proficient in software programs: CRM, VoIP phone, online applications, and intelligent reporting systems
Excellent relationship-building/interpersonal skills/management experience
Ability to work flexible hours as required to meet business needs
#J-18808-Ljbffr