Senior Sales & Distribution Support Advisor, Individual Dental

Provide counsel and advice to management on significant Sales Operations matters
Coordinate internal and external Direct to Consumer Sales, Member Retention, and Broker Support call centers for Individual Dental
Plan and coordinate resources to drive Sales Operations performance and accountability
Develop processes and procedures to improve call center performance
Participate in developing requirements for support systems and technology
Maintain reporting of sales and performance activities to support transparency, accountability, and process improvement
Work with the Sales Operations lead and team to achieve call center KPIs across partners
Support oversight of Direct to Consumer Sales, Member Retention, and Broker Support call centers
Implement automated performance reporting
Provide market intelligence on regional trends and consumer behavior to marketing and distribution teams
Develop agent resources and maintain work plans with internal and external call center partners
Provide thought leadership and technical expertise across multiple disciplines
Develop project plans using established project and program methodologies
Create and augment processes as needed
Ensure timely and quality development and distribution of project deliverables
Report on sales-related KPI trends and progress toward organizational goals
Interpret issues and recommend solutions and best practices
Partner with Project, Sales Effectiveness, and Workforce Management teams to improve efficiency and customer and agent experience
Assist in managing relationships with suppliers and sales agencies supporting call center teams

Requirements

• BA/BS in business, communications, health care, or proven related experience
• 7+ years call center Sales Operations experience or related combination
• 5+ years of successful management experience preferred
• Solid knowledge of the health insurance industry, regulations, and rules
• Solid understanding of call center technology, terminology, and environment
• Experience identifying call center technology gaps, obtaining solutions, and effectively implementing them
• Experience in campaign management process and execution
• Knowledge of marketing processes and drivers of successful marketing campaigns
• Ability to gain consensus across internal and external partners
• Ability to work within a complex and rapidly changing regulatory environment
• Excellent verbal, written, and Microsoft Outlook skills
• Polished client and internal customer presentation skills
• Solid organizational and time management skills
• Ability to multitask and handle numerous projects simultaneously
• Strong leadership skills to motivate, mentor, and inspire team members
• Willingness to travel 5% to 15%
• If working from home, cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload

Core Competencies

Demonstrates expertise in Sales Operations management, with a strong focus on call center performance, process improvement, and team leadership. Proficient in developing strategies that enhance customer experience and drive accountability across sales channels.

Highest-signal resume keywords

• Sales Operations Management
• Call Center Technology
• KPI Reporting
• Project Management
• Health Insurance Industry Knowledge

Hard Skills

• Call Center Performance Improvement
• Campaign Management
• Process Development
• Market Intelligence Analysis
• Sales Reporting

Soft Skills

• Leadership
• Communication
• Organizational Skills
• Multitasking
• Client Presentation Skills

Industry Keywords

• Health Insurance Regulations
• Direct to Consumer Sales
• Member Retention
• Broker Support
• Sales Effectiveness

Tools & Technologies

• Microsoft Outlook
• Sales Support Systems
• Performance Reporting Tools