Manager, Retail Sales & Retention

The Manager, Retail Sales provides leadership to the high performing inbound and outbound telesales team of approximately 10 sales professionals (levels S1 and S2, internal; 25 FTE contracted external) that delivers on BCBSMA business/sales goals for the individual Medicare market as well as the individual and direct small group commercial market as well as the retention of Small Groups of one with no Broker presence. The Senior Manager is responsible for Quota achievement for direct reports tailoring with special focus on coaching, developing and motivating the team to perform above and beyond. The Manager participates in internal and external meetings/workgroups, representing the department and our needs supporting our vision, strategy and Business Plan.

Responsible for maintaining, selecting, developing, and retaining an internal sales team, the Manager of Retail Sales performs the same duties externally with two outsourced telesales vendors. Works collaboratively with the departments leadership team to align goals and ensure optimal performance. The Manager must be capable of rapidly scaling the organization in response to business needs. The incumbent must maintain a flexible, responsive platform capable of delivering sales results quickly in light of regulatory change. The incumbent is also responsible for fostering associate engagement and succession planning. The Manager also acts as a guide for supervisors as they work to address the development need of their associates; often making suggestions and assisting with the writing of development or performance plans.

The Manager, Retail Sales must maintain up to the minute knowledge of the industry, regulatory environment, and the sales function. Regulatory change can have immediate impact on the business, requiring constant attention to risk management in all aspects of day to day operations.

Key Accountabilities:

• Meet/exceed business and sales goals; improve ratings by providing best in class sales experience. (FCR)
• Establish internal and cross divisional partnerships to ensure achievement of business plan and corporate goals
• Attract, develop, and retain high performing associates and supervisors for both an internal and external sales team. Ensure the initiation of formalized development plans targeting professional growth for all associates.
• Provide input in the development of the business plan to ensure consistency with division and corporate goals.
• Guide the development and implementation of workflows to meet all business requirements. Ensure compliance with all applicable state and federal regulations.
• Deploy technology to improve efficiency and effectiveness.
• Support departments senior leadership on special assignments - meeting all deadlines

Decision Making Authority:

• Responsible for all talent management decisions including recruitment and corrective action. Establish and manage to performance standards and service levels. Provide day to day guidance and coaching for all supervisors and associates. Assess, recognize, and reward performance. Develop and execute succession plans.
• Work collaboratively to manage outsourced vendors used to complement the Retail Sales team during high volume periods. Participate in vendor selection and assessments, negotiate contracts, train, set standards, plan and monitor activity and performance, and ensure compliance with all applicable state and federal regulations. Develop reports and budgets. Recommend and implement process improvements and corrective actions as needed.
• Oversee process to evaluate member eligibility and guard against anti-selection at time of sale. Enforce all applicable underwriting guidelines.
• Oversee process to address escalated calls and grievances consistent with regulatory requirements.
• Administer team compensation structure and performance metrics.
• Commit resources and provide budget input to initiatives as warranted.

Challenges/Problem Solving:

• Establish and maintain staffing levels required to achieve sales goals and meet compliance requirements.
• Develop and oversee innovative processes/procedures to ensure adherence to regulatory guidelines in all business practices.
• Develop and secure regulatory approval of detailed scripts that must be used in all elements of the sales cycle. Monitor telephone calls of all representatives to ensure that these scripts are being followed precisely and that all disclosures and required representations are consistently made by all
• Use data to understand business performance and influence business decisions.
• Support implementation of new technologies, products and service models.
• Review and analyze reporting as it relates to technology enhancements( i.e. CTI and any other new technologies ) and marketing campaigns to help understand business performance and influence business decisions
• Balance the need for continuous training to enhance associates skills with the needs of the business.

Leadership Responsibilities:

• Responsible for approximately 10 associates (internal and e-working)
• Foster an environment of challenge, openness, and trust. Create a sales culture that values performance and accountability.
• Ensure that the tools and capabilities needed to meet quality, financial, and compliance standards are in place and operational. These capabilities include but are not limited to workforce planning (CMS), call monitoring/quality control lead management (salesforce.com), ongoing reporting and analysis, and budget management.
• Ensure the integrity of the eligibility/enrollment process. Collect, manage, store, and transfer all information needed to ensure the timely delivery of completed applications to relevant operational areas. Monitor the timely deliver of ID cards and other materials required in advance of plan effective date.
• Facilitate cross-functional workgroups supporting business plan, divisional and corporate goals. Represent the team on key business initiatives as assigned. Share best practices, lessons learned, expertise, and knowledge to support peers.
• Provide input in the development and/or purchase of new technologies.
• Develop training programs designed to continually enhance telesales skills on a wide range of dimensions. Training disciplines include product knowledge, selling skills, time/territory management, tool use, and compliance.
• Encourage continuous improvement and serve as a role model for others.
• Develop and manage relationship with Account Service team to ensure quality and service to customers.
• Identify opportunities to improve productivity and reduce waste.

Qualifications:

• 10-15 years of demonstrated leadership skills in telemarketing and sales management. Experience in a highly regulated environment required. Proven track record of consistently meeting established sales goals.
• Strong written, verbal and interpersonal communication skills
• Ability to serve as coach and mentor to direct reports and peers
• Innovative planning and problem solving skills
• Sets high standards, celebrates achievements, redirects efforts when goals change
• Demonstrates sound product and market knowledge; full understanding of relevant business processes and highly complex regulatory requirements
• Ability to handle a wide range of serious customer problems diplomatically and within established business and regulatory parameters
• Accurately forecasts and tracks performance. Reports regularly on activity and can identify issues early enough to permit corrective action
• Prioritizes work, meets tight deadlines, and effectively handles multiple projects
• Computer expertise in Microsoft Office (Excel, Word, PowerPoint); experience using workforce planning, call monitoring, and product quoting software
• Fluency in the latest telesales methodologies
• Handles stress & pressure well by showing resilience in the face of constraints, frustrations and adversity. Demonstrates accountability, persistency and drive - relentless pursuit to exceed goals and objectives
• Serves as a role model and contributes positively to team morale. Exhibits professional presence and attention to detail

Education/Relevant Experience:

• Bachelor's degree in Business Administration or sales management from an accredited institution.
• 5-10 years experience in health insurance or related industry strongly preferred
• Valid Driver's license and a personal vehicle
• Life, Accident and Health producer's license to be obtained within 90 days of start date and specified requirements met to maintain active license status
• Experience working with conventional sales tools such as workforce planning and call monitoring technology
• Time management & organizational skills
• Proficiency of Microsoft Excel, Word, PowerPoint & Outlook

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High school degree or equivalent required unless otherwise noted above

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that theconfidence gapandimposter syndromecan prevent amazing candidates coming our way, so please don't hesitate to apply. We'd love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It's in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting ourCompany Culturepage. If this sounds like something you'd like to be a part of, we'd love to hear from you. You can also join ourTalent Communityto stay "in the know" on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.