What are the responsibilities and job description for the Director of Contact Center Operations position at 100Insure?
About Us
At 100Insure, our mission is to help individuals find Medicare coverage tailored to their unique healthcare needs and lifestyle. Our contact center agents prioritize clients by reducing insurance costs and eliminating coverage gaps, always with a client-first approach.
Position Overview
We are seeking an accomplished Director of Contact Center Operations with a proven track record in driving sales growth and expanding business portfolios. Reporting directly to the Executive Vice President, this critical leadership role will focus on scaling our organization within the Medicare industry through innovative strategies that align with our business objectives. The ideal candidate will advocate a spirit of mentorship and leadership, fostering growth and collaboration at all levels.
Key Responsibilities
- Strategic Leadership & Development
Lead and develop the management team by establishing key performance indicators (KPIs) and scorecard evaluations to cultivate a culture of continuous improvement.
- Talent Acquisition
Collaborate with the recruitment team to source and attract top talent, ensuring a high-performing organization.
- Employee Engagement
Foster a positive and motivating environment for leadership and agents by boosting morale, achieving daily goals, and conducting performance reviews.
- Performance Management
Regularly evaluate and manage leadership performance by monitoring team trends, setting measurable objectives, and analyzing results for optimal efficiency.
- Culture Advocacy
Serve as a people-first leader by mentoring and developing leadership teams and indirectly supporting team members. Promote a culture of growth, collaboration, and mentorship across the organization.
Qualifications
- Minimum of 7-10 years of executive leadership experience in call center operations, preferably in an outbound sales environment.
- Bachelor’s degree or CCCM certification required
- Advanced experience with Microsoft 365 and PowerBI
- Experience in the Medicare or health insurance industry is strongly preferred.
- Proven ability to lead organizational change and scale operations in a dynamic, fast-paced environment.
- Strong financial acumen, including experience managing budgets and aligning operational decisions with business objectives.
- Expertise in contact center technologies, CRM platforms, and data analytics for performance optimization.
- A solid track record of designing and implementing leadership development and training programs.
- Exceptional conflict resolution and crisis management skills to handle complex situations effectively.
- Strong analytical skills with a demonstrated ability to achieve measurable business outcomes.
- Outstanding communication skills with the ability to lead by example and inspire teams at all levels.
Why Join Us?
- Competitive Compensation: $100K–$125K annual salary, with performance-based incentives.
- Comprehensive Benefits: Full health coverage, including dental and vision, a 401(k) plan with matching, life insurance, and flexible PTO.
- Career Advancement: Opportunities to grow professionally within a market-leading organization.
Job Type: Full-time
Pay: $100,000.00 - $125,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Ability to Commute:
- Saint Petersburg, FL 33701 (Required)
Ability to Relocate:
- Saint Petersburg, FL 33701: Relocate before starting work (Required)
Willingness to travel:
- 25% (Preferred)
Work Location: In person
Salary : $100,000 - $125,000