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About the role
The Sales Support Lead serves as a strategic and operational partner to Call Center leadership, translating business priorities into measurable execution. This role leads high-impact work across sales strategy, performance analytics, proficiency and priority routing, reporting automation, technology enablement, capacity planning, and organic growth.
What they're looking for
- Partner with the Call Center Director to develop and execute sales, operational, and growth strategies
- Analyze call volume, conversion, eligibility, service level, abandonment, productivity, quality, staffing, and campaign performance
- Translate performance trends into clear recommendations, action plans, forecasts, and executive-level reporting
- Support annual and seasonal planning, including AEP, OEP, ROY, capacity modeling, sales targets, and contingency planning
- Develop business cases and scenario models that identify risks, opportunities, trade-offs, and required leadership decisions
- Lead the strategy, governance, and ongoing evaluation of proficiency and priority routing
More about this role
The Sales Support Lead serves as a strategic and operational partner to Call Center leadership, translating business priorities into measurable execution. This role leads high-impact work across sales strategy, performance analytics, proficiency and priority routing, reporting automation, technology enablement, capacity planning, and organic growth.
Working across Operations, Technology, Workforce Management, Marketing, Reporting, Finance, Compensation, Compliance, and Training, the Sales Support Lead develops actionable recommendations and drives key initiatives from ideation through implementation and measurement. The role enables frontline leaders to remain focused on agent coaching, quality, customer experience, and daily execution by providing the analytics, tools, processes, and cross-functional coordination needed to operate the business effectively.
Key Responsibilities
Strategy, Analytics, and Performance Planning
- Partner with the Call Center Director to develop and execute sales, operational, and growth strategies.
- Analyze call volume, conversion, eligibility, service level, abandonment, productivity, quality, staffing, and campaign performance.
- Translate...
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