Sr Sales Manager

Call Center Downers Grove, Illinois


Description

Company: Oak Street Health 

Title: Sr Manager, Contact Center Sales

Location: Downers Grove

Company Description

Oak Street Health believes everyone deserves great healthcare – the kind you’d want for your own family. We specialize in providing exceptional care for older adults on Medicare, often in underserved communities where there is little or no quality healthcare.

Oak Street Health is on a mission to rebuild healthcare as it should be with an innovative care model that centers on wellness-based, positive health outcomes for patients, not the volume of services provided. Our unwavering commitment to keeping patients healthy is highlighted by dedicated care teams that take time to get to know each individual, providing the personalized care they need to stay healthy and live life more fully. 

We’re an organization on the move! Our rapidly growing national network of primary care centers is staffed by a diverse team of outstanding care providers, service team members, technologists, community outreach experts, business professionals, and more. For more information, visit http://www.oakstreethealth.com.

Role Description:

The Sr Manager, Contact Center Sales plays a critical role in the growth and development of the Sales Call Center at Oak Street Health. This is an opportunity to lead a growing call center group and make a significant business impact by developing effective sales strategies and tactics. The Sr. Sales Manager position will report to the Director, Call Center Operations.

Core Responsibilities:

  • Partner with other Sales Managers to lead the performance of the call center ensuring new patient acquisition targets are met

  • Partner with the marketing analysts and channel owners to develop strategies and processes for channel performance

  • Continuously monitor patient acquisition activities taking place within the sales groups as it relates to calls made and taken, call quality, appointments scheduled and appointments completed

  • Identify coaching and training needs for improved patient acquisition performance

  • Identify opportunities  and recommend solutions within the tech stack to allow further growth

  • Understanding data capture and leveraging the data to drive sales/performance

  • Lead weekly team meetings to provide key performance indicators, progress to goals, and provide guidance on any shifts required to meet targets

  • Provide coaching and guidance to team leaders for improved team performance; ensuring team leaders are performing the following: call observations, identifying drivers within the metrics, and completing action plans for each sales representative

  • Proactively identify call center operational efficiencies and patient journey enhancement opportunities, strategize with and make recommendations to the call center leadership team on improvements

  • Development and implementation of call center initiatives and strategies 

  • Monitor contact center reporting systems to maintain departmental KPIs 

  • Sales forecasting 

  • Furnish daily, weekly, and monthly reports to leadership 

  • Continually assess training needs through reporting and call monitoring

  • Ensure that all call center performance and service standards are met in the areas of quality, call processing time, and other productivity and staffing KPIs to maximize call center effectiveness

  • Lead by example to ensure a strong understanding and connection to the Oak Street Health mission, core values, and initiatives

  • Identification of challenges to the sales process and develop solutions

  • Provide, support, and maintain reward & recognition programs that drive key behaviors and motivate employees and increase employee retention

  • Using metrics and data analysis, make recommendations for patient acquisition improvements 

  • Day-to-day management of BPO partners

  • Manage ongoing projects and work with key stakeholders to ensure the successful completion of the project.

  • Other duties as assigned. 

What are we looking for?

  • Minimum of 5 years of inbound and outbound contact center management experience

  • Experience with both manual and predictive dialer outbound campaign management

  • Good understanding of workforce management tools and processes

  • Developing and implementing sales strategies

  • Experience leading team meetings, educating and coaching managers and leaders to drive performance, and setting daily/weekly/monthly goals

  • Facilitate and direct use of business resources

  • Manage and develop benchmarks for optimum team performance

  • Analytical and strategic thinker. Ability to understand sales and operational data, interpret trends and quickly assess areas of improvement 

  • Ability to create a high-energy, goal-oriented team environment via setting, tracking, and achieving daily, weekly and monthly targets

  • Experience developing, implementing, tracking, and reporting policies and procedures

  • Willingness to challenge the status quo in a collaborative and constructive way to achieve goals

  • Experienced in leadership development in a contact center environment

  • Detail oriented

  • Ability to design and implement process improvement initiatives

  • Proven innovative problem-solving abilities and decision-making skills required, in addition to prioritization and planning skills

  • Experienced in managing BPO(s)

  • Experienced in forecasting

  • US work authorization

  • Someone who embodies being “Oaky”

What does being “Oaky” look like?

  • Radiating positive energy

  • Assuming good intentions

  • Creating an unmatched patient experience

  • Driving clinical excellence

  • Taking ownership and delivering results

  • Relentlessly determined

Why Oak Street?


Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

  • Collaborative and energetic culture

  • Fast-paced and innovative environment

  • Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers