Mgr, Field Support

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

Competencies

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