Lead Sales Support

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.

• 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.

• Analyze agent performance to inform tiering, queue assignments, campaign access, and call distribution.

• Establish routing criteria, review cadences, exception processes, and approval requirements.

• Measure the impact of routing changes on conversion, productivity, service levels, quality, and customer experience.

• Partner with frontline leaders, Workforce Management, and Technology to implement timely routing adjustments.

• Serve as a business liaison between Call Center Operations and Technology, Product, Salesforce, Genesys, Reporting, and other platform teams.

• Translate business needs into clear requirements, use cases, priorities, and acceptance criteria.

• Lead or support enhancements involving call routing, IVR, queue prioritization, overflow, transfers, reporting, and agent workflows.

• Participate in planning, testing, implementation, readiness, and post-launch evaluation.

• Identify manual reporting and operational processes that can be standardized or automated.

• Build scalable reporting tools and workflows that improve accuracy, reduce manual effort, and accelerate decision-making.

• Lead the strategy, ideation, execution, and measurement of organic growth initiatives designed to increase sales volume.

• Identify opportunities through Book of Business outreach, outbound campaigns, retention, referrals, ancillary products, cross-channel partnerships, and customer re-engagement.

• Develop pilots, implementation plans, success measures, and recommendations for scaling effective initiatives.

• Connect growth plans to staffing, technology, training, scripting, compliance, compensation, and reporting requirements.

• Lead cross-functional projects by establishing objectives, milestones, owners, dependencies, risks, and measures of success.

• Facilitate working sessions, document decisions, track commitments, and elevate barriers with recommended solutions.

• Provide leaders with actionable scorecards, dashboards, performance insights, and decision-support…