Contact Center Sales Team Lead

The Sales Lead’s primary function is to assist agents supporting transition sales campaigns and community joiner efforts, using their subject matter expertise to assist in the daily management of inbound telephone calls, outbound follow-up calls and emails, all Sales emails channels, and other future efforts to enhance the productivity of the sales team.  Additionally, will perform in the function of Manager on Duty (MOD), as scheduled.  

Management Support:

1. Supports management in all aspects of Sales activity including phone, teamwork, call flows, and ongoing training opportunities. Handles escalated calls.
2. Assists with calls during high volume inbound call periods and special outbound sales or survey campaigns.
3. Provides feedback, coaching, and 1:1 sessions to develop skill sets to improve effectiveness.
4. Identifies opportunities for improvement to current support process and procedures and makes recommendations to management.
5. Acts as a subject matter expert in all aspects of the Sales or Survey teams.
6. Performs as Manager on Duty (MOD), specifically for the Sales Team.
7. May serve as timeclock supervisor to monitor attendance of staff according to company and departmental policies.
8. Attends and completes QA call calibrations.

Training Support:

1. Facilitates training for new hires and existing employees as assigned by management.
2. Supports management to implement policies, procedures, programs including training, goal setting, standards, and benchmarks to evaluate performance and continuously improve processes/procedures.
3. Assists in the selection process for new hires and ensures effective training resources are provided.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience / Knowledge:

High school diploma or general education degree (GED); An Associate degree is desirable, but not required. Minimum of three years related experience and/or training includes prior customer service in a call center environment, or business / administrative experience.  Demonstrated exceptional performance at MDVIP may account for at least one year of required service.

• Must demonstrate the capability of facilitating a training session to demonstrate knowledge, communication skills, coaching ability, creating accountability and generating employee engagement.
• Documented consistency in work performance, including but not limited to work quality, dependability, schedule adherence.

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and using hands/fingers for working on a computer.
• Specific vision abilities include close vision and the ability to adjust focus from near to far.
• Must talk and/or hear for significant periods of each day.
• Must be able to lift and/or move up to 15 pounds periodically. 

Corporate based roles:  As a corporate based role in Boca Raton, FL, employees are expected to work from the corporate office.  At no time may work be performed, or computer systems accessed, from outside of the U.S.