Associate Director of Sales Call Center
DM Clinical Research, houston, tx, United States
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