The Supervisor, Inside Sales oversees daily activities of Inside Sales Representatives across all markets. The position supports goals of the Inside Sales department at Commonwealth Care Alliance, which is responsible for new sales, growth of all lines of business, achievement of performance targets and accurate/timely collection of data into CRM from prospects. The Supervisor, Inside Sales will have a wide range of responsibilities including creating the ideal culture to support optimal performance, developing a high performing inside sales team, process improvement, training, quality monitoring, cross functional collaboration, salesforce user adoption and on-boarding, sales performance analysis, and regulatory oversight. This position will be a key resource for supporting Sales growth across all markets for Medicare Advantage plans.

Supervision Exercised: Yes

The position will report to the Manager of Inside Sales. The Inside Sales Supervisor is expected to work with Inside Sales staff across all markets, supporting the achievement of sales goals.

• Maintain and lead Inside Sales team concentrating on individual sales productivity along with meeting objectives and sales goals.
• Stimulate Inside Sales Reps as per their individual self-motivational factors
• Gather data, evaluate information, and present feedback to Inside Sales Reps for increasing performance, overall productivity and skill sets
• Monitor and oversee weekly team meetings as well as help team activities
• Coach and mentor on daily basis by using written and verbal communication
• Prepare all relevant reports under the guidance of leadership
• Ensure all assigned Inside Sales agent leads are being managed appropriately
• In collaboration with sales operations, support the development of CRM functionality for all lines of business and markets including user adoption and data collection
• Conduct training and on-boarding of new hires as directed by Manager with a focus on CCA culture, products, processes, and CRM
• Perform quality monitoring and call calibration with agents to identify coaching opportunities
• Assist with maintenance of our Knowledge Center and with creation of new training materials or work tools to support the inside sales team.
• Responsible for escalated issues or supervisor calls that require more investigation and follow up.
• Assist with scheduling and queue monitoring to ensure adequate staffing and adherence to schedules to maintain or exceed regulatory service levels.
• Contribute to annual competitive market analysis and strategy
• Support of the telephonic enrollment channel tool developed by CCA
• Regulatory oversight including collaboration with sales operations with sales material submission to CMS/EOHHS, response to grievances, CCA agent certifications and CMS testing for star rating.
• Represent sales when appropriate in cross-functional business initiatives
• Independently work with other business areas
• Empowered to make business decisions in order to perform primary duties. Responsible for initiating work as needed and contributing to CCA's overall business and programmatic growth objectives.
• Will collaborate with Manager of Inside Sales and other key business functions on high-level work plans and overarching strategic goals. Needs significant understanding of CCA product and health insurance market. Needs to be able to execute work plans independently and deliver outcomes with limited oversight.

Active Health Producer's License required

Education Required:

Experience Required:

• 3 or more years' experience working in a Medicare and Medicaid sales environment, working with sales CRMs for lead management, and working in general call center operations.
• 2 or more years' experience supervising a telephonic sales team, including specific experience training, on-boarding, quality monitoring, coaching, and driving sales performance.