Sales Support Represnetative

Become a part of our caring community   The Sales Support Representative provides administrative, operational, workforce management, and project coordination support to the Call Center and Customer Success Team (CST). This role is responsible for maintaining operational processes, tracking key initiatives, coordinating follow-up on deliverables, supporting reporting activities, and assisting with workforce management functions. The position enables frontline associates and leaders to focus on customer engagement, sales performance, retention activities, and coaching while helping ensure operational initiatives are executed effectively and on schedule.

Operational Support Provide administrative support for Call Center and CST operations. Track and maintain operational reports, action items, and team deliverables. Coordinate onboarding, system access, and operational readiness activities for new hires. Assist with sales campaigns, retention initiatives, and special projects. Support inventory management, lead distribution, and workflow administration. Maintain team documentation, process guides, and operational resources. Reporting & Tracking Compile and distribute daily, weekly, and monthly operational reports. Maintain performance trackers and assist leaders with data validation. Monitor completion of operational action plans and follow-up activities. Support documentation and tracking of key business initiatives. Prepare reports, summaries, and status updates for leadership review. Workforce Management Support Monitor call queues and staffing levels during AEP and other high-volume periods. Identify opportunities to improve staffing utilization, schedule adherence, and operational efficiencies. Communicate real-time queue performance and staffing recommendations to leadership. Partner with Workforce Management to support service-level goals and operational performance. Assist with monitoring agent availability and resource deployment during peak demand periods. Project & Initiative Coordination Support implementation of operational, sales, and retention initiatives by tracking milestones, action items, and deliverables. Coordinate follow-up activities across business partners to ensure timely completion of assigned tasks. Maintain project trackers, meeting notes, and status updates. Escalate risks, barriers, and missed deadlines to appropriate leaders. Assist with execution of process improvement efforts and operational readiness activities. Compliance & Process Support Maintain documentation and records supporting quality and compliance expectations. Assist with audit preparation and operational reviews. Support corrective action tracking and follow-up activities. Assist with process improvement efforts that increase efficiency, consistency, and operational effectiveness. Knowledge, Skills & Abilities Strong organizational and follow-up skills. Ability to coordinate multiple workstreams and meet deadlines. Analytical mindset with the ability to identify trends and opportunities for improvement. Strong customer service orientation and partnership skills. Ability to work independently while collaborating across teams. Ability to handle confidential and sensitive information appropriately. Success Measures Accuracy and timeliness of operational reporting. Effective tracking and completion of assigned tasks and deliverables. Timely execution of operational and business initiatives. Leader and agent satisfaction with support provided. Improved operational efficiency and administrative process execution. Effective queue monitoring and workforce support during AEP and peak business periods.

Level This role is an entry-to-mid-level operational support position focused on execution, coordination, reporting, and administrative support. The Sales Support Representative supports business operations through task management, initiative coordination, and workforce support, while operating under the guidance