Inbound Sales and Retention Team Leader

Summary about this job

Detail information about job Inbound Sales and Retention Team Leader. Terms and conditions vacancy

• Exciting leadership role to increase sales conversions and increase retention
• Make a difference in a fast growing, not for profit health insurer
• Be a part of company with a great culture and great benefits

An exciting opportunity exists within Navy Health for an experienced sales and retention leader to join the Operations team. The Membership and Retention Team Leader (MRTL) will lead and empower the Membership and Retention team to deliver exceptional service to members, drive the conversion of prospective members and increase the retention levels to ensure our strategic goals are met.

Key Accountabilities:

• Provide strong leadership to the new member and retention team to ensure targets and service levels are met or exceeded;
• Regular reporting of new membership conversion rates and retention/lapsed rates; 
• Design and implement performance improvement strategies to meet conversion, retention and satisfaction targets;
• Ongoing analysis of staff performance to ensure adherence to compliance, processes, call quality and to monitor individual productivity;
• Regular analysis of member feedback addressing concerns with the team or individual and providing insights to management;
• Coach, motivate and lead employees to ensure an excellent member experience is provided at all times;
• Lead and champion change within your team and within the greater business;
• Work closely with the Marketing team to provide insights, reporting, and ongoing improvement to the sales and retention processes.

About You:

You are a strong people leader with a real focus and passion for leading a team to success and getting the best out of your people. You are able to lead by example, motivate your team and are self-motivated. You will also have proven ability and passion to coach, develop & influence others to greater performance and engagement, and have the ability to maintain an already great team culture.

Other Responsibilities (but not limited too):

• Conducting regular quality assurance checks across inbound and outbound calls;
• Conducting regular quality audits to ensure complicit compliance;
• Ensure your team adhere to all policies, process and procedure;
• Provide regular reporting to manager on your team performance;
• Deliver monthly one on one with your team to provide feedback on your staff performance;
• Champion continuous improvement across all member services processes;
• Real time management of all work functions to ensure optimal service levels are achieved;
• Be the first point of escalation within member services for phone complaint, email and written and respond within the agreed time frames.

Please attach a covering letter and CV outlining specific skills and experiance relating to the role.