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Mgr, Field Support

The Company:  Empowered Benefits, LLC
The Location: 


The Division:  Sales Operations & Analytics
Job Id:  2967


Job Summary


Manages the daily operations of the Field Support team to meet expectations and achieve results. Serves as first point of contact for customer concerns, questions and escalations; monitors and administers quality assurance measures and initiatives to identify procedural gaps and performance opportunities of the Field Support team members.


Principal Duties & Responsibilities

• Manages team to ensure departmental goals are met; establishes priorities and schedules daily work assignment to ensure that request meets established goals.


 • Sets and monitors sales objectives; provides sales strategies, feedback and marketing plans.


 • Gathers and analyzes data and reports that pertain to the overall operation of the team and completes reports summarizing activities and trends; implements operational plans as designed by senior leadership to ensure team goals are achieved.


• Performs initial review of problem situations, recommends solutions, and implements assigned action steps to resolve problems and ensure customer satisfaction.


• Implements process and procedure improvements as designed by senior leadership to streamline activities to enhance service turnaround time, productivity and quality; coordinates overall workflow of the team and ensures that workflow processes facilitate effective use of resources.


• Manages team expectations and results by adhering to tactical plans provided by senior leadership; serves as first point of contact for customer concerns, questions and escalations; monitors and manages team performance metrics and scorecard; proposes mitigation plans to correct sub-optimal. performance and enforces performance standards and goals as designed for team

• Monitors and administers quality assurance measures and initiatives to identify procedural gaps and performance opportunities of licensed agents and support team members; coordinates with internal quality assurances teams to execute team audits.


• Enforces team utilization of enrollment and servicing processes and best practices at all times and communicates changes as appropriate


• Provides inputs to the requirements gathering for projects, to include implementation of associated deliverables from the business perspective


• Works with business and technical staff as necessary; suggests alternative approaches to enrollment processes and recommends solutions to the process; supports implementation activities; provides input to business process re-engineering.


 • Responsible for motivating, coaching, training and resource management for sales team.


• Ensures that team operations are managed within authorized budgets; advises, develops, reviews and approves budgets, plans, and business goals.


• Leads, motivates, coaches, and develops individuals within the team; provides consistent and constructive feedback to employees through performance evaluations, counseling and other means of communication; maintains employee personnel records in regards to performance and attendance; monitors progress of new employees and identifies training needs of new and experienced employees; recommends promotions and terminations of employees as approved by the department head; prepares monthly performance information for management review


Education & Experience Required


  • Minimum Required Bachelor's Degree in Business Administration or a related field
  • Minimum Required Five to six years of job-related experience
  • Minimum Required Four years supervisory, managerial, leadership experience
  • Minimum Required Working knowledge of general sales practices
  • Minimum Required Experience in a sale, call center or production environment


Or an equivalent combination of education and experience


Job Knowledge & Skills


• Knowledge of the concepts and techniques of business process analysis, such as root cause analysis, process mapping, problem identification and interpretation, process change management, and performance measures


• Thorough understanding of the applications and systems currently in use within the sales environment


• Working knowledge of performance-based processes and operations


• Working knowledge of business operations and requirements


• High degree of accuracy and quality, ability to check one’s work prior to peer or management review


• Strong communication skills (both written and verbal) and an in-depth knowledge of effective process change control


• Excellent presentation, oral, written, and interpersonal communications skills to effectively interact with internal/external customers and management; ability to maintain professionalism


• Microsoft Office Suite




  • Acting with Integrity
  • Communicating Effectively 
  • Pursuing Self-Development
  • Serving Customers
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations