• Achieve call center and individual quality and productivity goals in accordance with established objectives
• Manage individual projects and contribute to other operational initiatives outside of team responsibilities
• Provide guidance and leadership skills to Sales Specialist Supervisors and assist with management and direction of their sales teams
• Key contributor in overseeing agent workload and ensuring patient management program is efficient and maximized for business performance
• Focus and maintain performance efforts of the team on current business goals
• Work to ensure that the team of Specialists is conducting their responsibilities in a professional and courteous manner
• Serve as a knowledgeable and productive part of the managerial team
• Implement and monitor new initiatives to enhance the performance of the team and the center as a whole
• Oversee training of new Specialists assigned to the team and provide refresher training as needed
• Identify opportunities for efficiency improvements
• Participate in the Vital Few yearly initiatives

• Read, write, and perform calculations and the English language effectively
• Work independently
• detail-oriented with excellent organizational skills
• Communicate independently, with personable and effective writing and speaking skills
• Work in a normal office environment utilizing a computer approximately 75% of the time

Education and Experience:

• High School diploma or GED required
• Bachelor's Degree preferred
• 4-6 years of customer service-call center experience
• 1-2 years of inside phone sales experience
• supervision experience preferred
• Inbound/outbound call blending call center experience in a multi-site environment
• Proven leadership skills in coaching, developing, and training call center personnel
• Demonstrated history of meeting performance objectives
• Health care experience preferred