Telesales Program Implementation Manager

• Ensure the meticulous set-up of all Invoca campaigns in alignment with specific marketing plans.
• Validate UTM capture, TFN/DID creation, and the proper flow of calls.
• Custom craft and design call flows to improve the customer experience and boost conversion rates by leveraging IVR messaging, supported by data-driven insights.
• Report on results, identify trends and errant patterns and deliver the information in actionable chunks allowing quick action and near real time directional change to process, people, and technology to lower customer effort and improve the overall customer experience while maintaining compliance within our guidelines.

• Provide backup and ongoing training for new launches and existing campaigns.
• Identify, recommend, and measure coaching and training initiatives to align with Telesales’ vision of achieving long-lasting, low-customer and agent effort sales with minimal cancellation rates.

• Frequent travel to brick-and-mortar locations, predominantly within big-box retail environments.
• Demonstrated ability to work autonomously in locations with limited support to ensure flawless
• High degrees of motivation and enthusiasm are essential, along with a keen eye for auditing processes to identify and address any errant behaviors among our existing on-site sales staff.

• Act as the primary contact for phone switch maintenance, campaign builds, and reporting.
• Generate, create, and analyze reports to support Telesales activities.
• Ensure the successful launch of new campaigns following the Telemedia checklist launch process.
• Maintain current Telesales campaign documents for legal review and approval.
• Manage controlled versions of all documents in the digital asset management portal.
• Ensure the timely delivery of marketing materials as requested by other departments.
• Collaborate with the Telesales team to optimize sales volume, efficiency, and stick rate.
• Attend and actively participate in various vendor and departmental meetings.

• Ensure that all documentation remains compliant with relevant regulations and industry standards.
• Maintain accurate records of Telesales activities, attendance, and results.

• Support the reporting and verification of audit and compliance-related data from vendors and internal stakeholders.

• Support and reinforce communication of training objectives, progress, deliverables, and results to Telesales leadership.
• Solicit feedback from the BPO team and agents to offer suggested improvements.
• Serve as the key point of contact for standardization, storage, and maintenance of Telesales document control templates.
• Function both independently and as a contributing partner of an integral team for document creation, marketing IVR maintenance, management, and training deliverables.

• Collaborate with the marketing, account management, product, compliance, and subject matter experts to identify training support needs.
• Maintain sales training materials, curricula, and resources.
• Create a training schedule and coordinate logistical arrangements for training sessions.

• Support regular assessments of agent knowledge and performance and communicate the results to Telesales Leadership for informed decision-making.
• Assist with baselining current sales skill levels and performance of our partner's sales agents to help identify training priorities that will enhance their effectiveness.
• Stay updated on industry trends and best practices, proactively identifying, and recommending new assessment tactics for agents, presenting them to Telesales Leadership for evaluation and implementation.
• Play a supporting role in the feedback loop process, providing valuable insights into agent adherence to directives and assisting with validating whether sales training is achieving the desired outcomes.

• 5 years of experience in continuity or insurance sales within a highly regulated marketing environment.
• 5 years of supervisory experience.
• Experience in audit and compliance within a live sales environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills to interact effectively with various functional groups and client organizations.
• Proven project management skills.
• Ability to communicate technical insurance information to diverse customers.
• Proficiency in MS Office with advanced PowerPoint and Excel skills.
• Ability to travel up to 40% as needed.
• Knowledge of Invoca™ program operations is highly desirable.

• WorkFront project management familiarity
• SalesForce reporting prowess
• MicroStrategies report generation and creation

• Bachelor's Degree or HS diploma with relevant Telesales experience.

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