- Performance Success. List 2-3 accomplishments from this past year and highlight their impact and/or results. Include details and examples in your response.
Performance Success
We successfully grew the Florida call center sales team 200% from 40 reps to approximately 120. Although we had major growth in many new faces to our team which increased our overall revenue in margin dollars in the call center we maintained performance from a revenue per lead standpoint. This meant as new reps were being trained and brought up to speed there was very little if any degradation in performance on a per lead basis.
We promoted three team leads into full time managers. Risa was promoted to performance manager in July and Dirk and Georgette were both promoted to assistant performance managers in December. this allowed for us to be able to interview candidates, increase oversight on our sales team, increase our ability to coach our team members, allow for us to dig into performance on a more granular basis, and overall increase our performance in all metrics within the call center.
By promoting race of back in July we saw an immediate decrease in the time it took a To train. Kelly our corporate trainer was able to train week over week because after each training class graduated to being on the phone, Reese was able to spend time with those reps to ensure they are fully supported and coached as needed. Once darkened Georgette were promoted in December, we were able to continue this mission of ensuring we got our new hires up to speed quickly and we’re seeing continued great performance overall.
- Performance Challenges. List 1-2 challenges or opportunities for improvement and their impact. Include details and examples in your response.
Development
The need to hire and increase our sales staff as quickly as possible all the while battling attrition like we’ve never seen before and maintaining our hiring standards at the same time. This was extremely difficult however we had a very robust plan and process to execute in this environment we added a couple of team members to our process and segmented out each person’s role to include responsibility which mitigated mistakes and overlapping of duties. In the beginning of 2022 we added our own recruiter as well as formed a relationship with our staffing agency to help our candidate top of funnel increase.
Our back to office plan was a challenge but will end of being a short term and long term victory for the business. The main objectives were for us to not lose many reps due to being required to come back to the office creating a safe environment while having great timing doing so increase performance maintain morale adapt to current working environment creating an excited job opportunity considering how competitive the job market it is allowing for substantial growth in both call centers since a percentage of our staff will be working remotely reps who have chosen to go back to the office early have increased their performance all reps hired March have started in the office and we are doing very well and as importantly building great relationships with the management in each other. Any reps who are looking to work remotely who are in the office now must hit standards and That motivates them to overachieve.