Supervisor, Inside Sales

AbbVie’s Austin based therapeutic Inside Sales is a professional team of virtual sales personnel that supports existing sales, operational, and marketing initiatives utilizing a set of approved best practices, job aides, and quality metrics to build lasting relationships with Healthcare Providers cross the nation.
Our team is searching for high energy, self-motivated, dynamic individuals wishing to join a team environment that values individual and team achievement. Candidates must be able to work in a fast-paced environment with a continued focus on utilizing phone and other channels to create, nurture, and expand relationships with healthcare professionals to achieve brand objectives.
Successful candidate will be a strong coach, possess excellent verbal communication skills, be highly organized, flexible, self-starter, and can articulate value on a consistent basis in order to effectively develop a team of Inside Sales Representatives who foster growth of an expanding customer base through education, positive HCP interactions, and lasting relationships. Responsible for managing, organizing, and coordinating outbound and inbound inside sales programs.
Core duties include:
Provide day-to-day supervision as well as ongoing coaching and development for a team of Inside Sales Representatives. Serve as primary point of contact for team questions and concerns, researching as necessary to provide accurate and timely response.
In coordination with direct manager and staff, and as dictated by program needs, implement performance standards; provide coaching and performance feedback; conduct performance evaluations for team members; conduct new hire interviewing; coordinate new hire training; monitor and record absenteeism; conduct disciplinary actions, including terminations as necessary; monitor staffing levels
Ensure team adherence to all call center policies and procedures and assigned work schedules.
Perform administrative aspects of ongoing program support including, but not limited to, resource management, IT ticket submissions and logistics support.
Provide reports on team KPIs, metrics, and goals at designated frequency to direct manager and/or others as requested.
Maintain training materials, keeping current with updates as necessary
Work with Business partners to respond to or escalate issues, examine options and alternatives, and make informed decisions addressing problems as they arise.
Review individual metrics and performance on an ongoing basis and provide team members with relevant coaching, constructive feedback, and goals; able to inspire teamwork and respect.
Offer recommendations to ensure successful program implementation and ongoing operation
Manage all aspects of ongoing program support including, but not limited to, coaching, call monitoring for quality, providing ongoing training support, providing program updates and reporting
Ensure individuals and team consistently meet and exceeds all metrics required for quality, productivity, call volume, HCP details
Assist in the development of quality improvement programs to improve team’s performance and effectiveness, and productivity
Assist in the development and maintenance of the Inside Sales work instructions, procedures, and training documentation
Probe, clarify and determine program needs to develop effective solutions. Make recommendations on the best methodology and implementation methods for programs. Maximize staff utilization and program profitability.
Respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise.
Successfully complete training and certification as required
Perform monthly one on ones with direct reports
Maintain confidentiality as it relates to the performance of others, individual performance, work related issues, and HIPAA.
Education and/or experience
3+ years sales experience required, inside sales and sales leadership experience preferred
Bachelor Degree or equivalent work related experience required
Must possess the ability effectively coach, train, and motivate staff members
Critical thinking and creative problem-solving skills
Strong relationship building skills
Highly organized, detail-oriented
Excellent verbal and written communication
Ability to work independently, and exercise sound judgment with regards to issue escalation
Outstanding communication and interpersonal skills
Knowledge of medical device, pharmaceutical, or related field
Skills demonstrating professional phone etiquette
Ability to use Microsoft Office, Outlook MS Word, Excel, PowerPoint
Knowledge of Salesforce preferred

Employment type
Full-time

Work arrangement
Hybrid