Sales Performance Manager - Tampa

Willis Towers Watson; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

TRANZACT, part of Willis Towers Watson, is seeking a Senior Sales Performance Manager in São Paulo to drive team performance and customer satisfaction within their Sales Center. The position involves coaching and mentoring team members, ensuring compliance, and fostering a high-performance culture while managing a team of sales agents within a dynamic environment.

Qualificações

• 3+ years of call center leadership experience.
• 3-5 years of experience in a direct supervisory role.
• Experience coaching and managing customer service or sales teams.

Responsabilidades

• Manage and support a team of Member Care Representatives.
• Coach team members through feedback and performance reviews.
• Monitor team performance against KPIs like customer satisfaction.

Conhecimentos

Interpersonal Skills

Analytical Skills

Problem Solving

Conflict Resolution

Formação académica

Bachelor’s degree or equivalent work experience

Descrição da oferta de emprego

Description

Who we are:

TRANZACT is a leading direct-to-consumer insurance services business, specializing in the distribution of Medicare Advantage, Medicare Supplement and Life & Supplemental insurance policies. Our focus is on leveraging our highly skilled team of over 3,000 professionals to deliver innovative solutions for our insurance carrier partners and provide consumers with a best-in-class experience.

We work with some of America’s largest insurance brands to attract, educate and connect with consumers. Our diverse team of analysts, writers, engineers, designers, business leaders, data scientists and sales professionals all work together to create thoughtful, data-driven and effective marketing, technology, sales and servicing strategies. These efforts have resulted in TRANZACT earning recognition and winning awards from some of the biggest names in the industry.

When you become part of TRANZACT, you join a team of passionate people who push for excellence, follow through on commitments, and love to succeed together. Our culture rests on a simple principle – “Be Real” – that means being genuine, keeping your word, and having the courage to make tough decisions. Our “Be Real” values resonate and are meaningful to us. We are entrepreneurial, fast paced and empower our people. We know how to make things happen and know that our people are always the source of our success.

We are currently seeking a highly motivated and skilled professional to join our Sales Center team as a Senior Sales Performance Manager.

How the Position Works

The Senior Sales Performance Manager is responsible for driving performance, development, and quality outcomes across a team of sales agents. This leader plays a critical role in coaching for continuous improvement, ensuring compliance with quality standards, and creating a high-performance culture focused on customer satisfaction and productivity.

Key Responsibilities include:

• Directly manage and support a team of Member Care Representatives to deliver outstanding customer service and meet performance goals.
• Coach, mentor, and develop team members through regular feedback, one-on-ones, performance reviews, and tailored development plans.
• Monitor team performance, ensuring adherence to KPIs such as call quality, productivity, customer satisfaction (CSAT), and compliance metrics.
• Identify training needs and partner with internal teams to deliver targeted training programs.
• Drive a performance-driven culture by setting clear goals, recognizing achievements, and addressing performance concerns proactively.
• Participate in the hiring, onboarding, and continuous development of new team members.
• Collaborate cross-functionally with Quality Assurance, Training, and Workforce Management to optimize team performance.
• Provide regular reporting and insights on team metrics, identifying trends and recommending actions to improve results.
• Lead performance improvement plans (PIPs) when necessary and maintain accurate performance documentation.
• Support change management initiatives and communicate updates clearly to ensure team alignment.
• Take ownership of special projects or initiatives assigned.
• This position requires working in an office five days per week and on the weekends as needed, especially during Annual Enrollment Period (AEP).

Qualifications

What you need to be successful:

• Bachelor’s degree or equivalent work experience.
• 3+ years of call center leadership experience required.
• 3-5 years of experience in a direct supervisory role
• Prior experience coaching and managing performance of customer service or sales teams.
• Experience launching or scaling new teams, programs, or initiatives is a strong plus.
• Strong interpersonal and communication skills, with the ability to lead, coach, and influence others effectively.
• Self-motivated with a proven ability to drive performance while maintaining high standards of quality and service.
• Detail-oriented with strong organizational and problem-solving skills.
• Strong analytical and conflict resolution skills.
• Adept at managing through change in a fast-paced, high-volume environment.
• Understanding life insurance, Medicare and Medicaid regulations and healthcare industry best practices a plus

TRANZACT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer / Disability / Vet