Vice President, Sales Development
At GoHealth, our mission is to improve access to healthcare in America; and as the first experience seniors have when contacting GoHealth, our screening agents set the tone for our member-focused enrollment journey. As the Vice President, you will oversee our inquiry response center comprised of these unlicensed member advocates who gather key info from prospects and provide a warm hand off to a licensed insurance agent.
Reporting to the Chief Marketing Officer, the ideal candidate is an experienced and metrics-driven inside sales leader. She/he will take ownership of the departmental P&L and elevate the organization through data-driven analysis and continuous optimization.
Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications.GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.
Responsibilities:
- Oversee a team of onshore call center staff and facilitate the effective screening and transfer of prospects originating from inbound calls and outbound dialing
- Own relationships with offshore managed service providers and manage outcomes
- Evaluate data, identify improvement areas, and launch tests to improve KPIs
- Act as the general manager to ensure successful operation of the function and ongoing improvement in consumer experience and quality transfers
- Manage the department P&L, including staffing levels and on/offshore composition; use data to develop screener to licensed agent ratios and QA to screener ratios
- Test new ideas and processes with onshore team and cascade to offshore partners to continuously improve overall performance standards
- Establish a permeating culture across both onshore and offshore teams that focuses on production, quality customer service, and building the GoHealth brand
- Develop balanced scorecards for agents and managers to drive high accountability
- Regularly report on KPIs to internal stakeholders (ALT rate, cost per transfer, etc.)
- Partner with marketing and sales counterparts to improve quality transfers by source
- Partner with analytics to improve or add reporting to improve performance
- Establish and uphold SLAs for agent attendance, readiness, handle times, etc.
- Drive improvements in scripting, routing, and skilling of specialized agents
- Implement new methods of training and development to grow managers and improve agent readiness and performance from their first day and beyond
- Distill core company strategies into powerful messages to the "floor" that inspire and create a stronger understanding of the importance of each agent's role
- Test creative solutions to improve agent retention and job satisfaction
- Evaluate compensation and incentives, then implement changes to drive optimal behavior, reward goal attainment, and deliver business outcomes
- Influence recruiting and hiring processes to attract high quality talent to meet needs
- Oversee team operations, including timesheet calculations and workforce scheduling
- Lead group of specialized advocates who handle select customer service needs
- Introduce new, creative ways the team can support strategic business objectives
Skills and Experience:
- 12-15 years’ experience in direct-to-consumer businesses with significant lead generation and call center operations
- Full P&L accountability with proven track record of increasing financial performance
- Previous exposure to sales call center operations
- Proven ability to drive results from managed service providers
- Strong familiarity with lead generation and marketing funnel
- Direct management of budgets and teams of significant size and scale
- Demonstrated experience attracting talent and developing high functioning teams
- Experience working in a highly-regulated industry
- Bachelor’s Degree in Business, Finance, or related area
Benefits and Perks
- Open vacation policy
- 401k program with company match
- Medical, dental, vision, and life insurance benefits
- Flexible spending accounts
- Commuter and transit benefits
- Professional growth opportunities
- Flexible remote work arrangements
- Casual dress code
- Generous employee referral bonuses
- Charitable events
- Monthly Event Calendar
- GoHealth is an Equal Opportunity Employer
Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities' and the CDC.
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