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Job Field: Legal Jobs
Location: Long Beach, CA
Salary: $Not stated

JOB SUMMARY:

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<tr><td valign="top" width="450"><b>Requisition Number  12-942  External Job Title  TeleSales Performance Specialist  Area of Interest  Sales
Telecommute  No
City  Long Beach
State / Province  California
Position Type  Full Time - Regular
Standard Hours  40
Requirements  PREFERRED QUALIFICATIONS
Bachelors Degree, or equivalent work experience required.
5+ years of experience in Sales, Healthcare industry, or related TeleSales experience.
4+ years of reporting analyst experience.
3+ years of experience within a call center environment.
Knowledge of CMS, Medicare, Medi-Cal and senior market.
Demonstrated expertise in managing a CRM.
Strong analytical skills required.
Effective communications skills, both written and oral.
Self starter, ability to work with limited direction.
Proficient in Microsoft Office
CONDITIONS OF WORK
Office Hours Monday-Friday, 8am to 5pm.
Extended work hours, as needed.  External Description  JOB PURPOSE
The TeleSales Performance Specialist will be responsible for the day to day achievement of TeleSales performance by maximizing and leveraging marketing information, systems, data and agent metrics. The role will interface directly with Telesales Leadership, IT, Marketing, Call Center Vendor NOVA One, MCRM Medicare Customer Relationship Management to provide key information to drive telesales operations and performance. This individual will mine, interpret, and utilize all various sources of data to formulate operational processes and procedures, program recommendations, and staffing recommendations designed to enhance Telesales performance at an individual and department level.
ESSENTIAL JOB RESULTS
Manage the proper utilization of the CRM system. Serve as a resource for Telesales Agents regarding how to effectively use the system, enhancements needed to improve system performance, and enrollment processes.
Adhere to CMS marketing guidelines as they apply to Telesales Agent performance.
Create new and improved reports and interpret data in order to monitor overall TeleSales performance across CA and AZ down to the individual agent level. Identify trends and areas for improvement. Generate system and process related enhancements as needed.
Identify expected call volume based upon Sales and Marketing activities commercials, direct mail, etc.. Recommend needed staffing and language levels. Monitor call volume and reconcile actual to expected, highlighting and researching any areas of concern.
Understand and contribute to the Telesales sales strategy and how it translates into specific operational goals and deliverables. Develop relevant work plans to support the achievement of the goals. Monitor and measure achievement, identifying at risk areas call volume up or down
Mine system to report data related to prospective members. Identify trends regarding reasons for not enrolling.
Maintain professional and technical knowledge by conducting research and by attending educational and technological workshops. This position requires contributions to team effort by accomplishing and sharing related results with other staff.
Contribute to team effort by accomplishing related results as needed.
   Internal Ref 12-942

KEY REQUIREMENTS:

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4 years Bachelors degree