Call Center Sales Team Lead

Join MDVIP as a Sales Team Lead. In this role, you will support contact center agents in sales campaigns and community joiner efforts. Your expertise will help manage inbound and outbound calls, emails, and other sales initiatives to enhance team productivity. Additionally, you will step into the Manager on Duty (MOD) role as needed, ensuring smooth operations and providing leadership. 

Since opening the first affiliated practice in 2000, the MDVIP membership-based personalized healthcare program now empowers over 400,000 people to reach their health and wellness goals through in-depth knowledge, expertise, and one-on-one coaching with over 1,300 of the finest primary care doctors in America. MDVIP-affiliated doctors provide the highest level of personalized health care through consultations, comprehensive screenings, and advanced testing coupled with a wellness plan devised to help manage acute and/or chronic medical needs. MDVIP-affiliated doctors utilize the latest healthcare technologies in order to advance the delivery of primary care and improve health outcomes in America.

MDVIP has consistently been recognized as a Great Place to Work® employer since 2018, (Greatplacetowork.com/certified-company/MDVIP) and was named by Fortune and Great Place to Work® as one of  the 2023 Best Workplaces in Healthcare^™ This is a corporate based role.

Essential Duties and Responsibilities 

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.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications

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.

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.