What are the responsibilities and job description for the Sr. Director of Contact Center Sales and Operations position at MASA?
Description
This is a full-time, on-site position based in Fort Lauderdale, FL
Are you a strategic, results-driven leader passionate about driving sales performance and customer retention? Do you thrive in a fast-paced environment where you can scale teams, optimize processes, and implement cutting-edge technology to achieve outstanding results? If so, we want to meet you!
About Us
MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2 million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com
What You Will Do
We seek an experienced and motivational leader to oversee and drive our contact center's performance, growth, and operational excellence. This role is ideal for someone who can balance day-to-day tactical execution with long-term strategic planning, ensuring immediate success and future scalability.
Reporting to the President of our Consumer division, we’ll count on you to:
We’re ambitiously scaling our inside sales operation significantly over the next five years, integrating new technology, automation, and workforce expansion strategies. This is your opportunity to make a massive impact by leading teams, driving innovation, and shaping the future of our high-performance sales organization.
Ready to take on this challenge? Apply today and let’s build something great together!
NOTE: Any pay range listed for this position is an estimate by the job board and may not reflect the actual compensation.
#cypress
This is a full-time, on-site position based in Fort Lauderdale, FL
Are you a strategic, results-driven leader passionate about driving sales performance and customer retention? Do you thrive in a fast-paced environment where you can scale teams, optimize processes, and implement cutting-edge technology to achieve outstanding results? If so, we want to meet you!
About Us
MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2 million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com
What You Will Do
We seek an experienced and motivational leader to oversee and drive our contact center's performance, growth, and operational excellence. This role is ideal for someone who can balance day-to-day tactical execution with long-term strategic planning, ensuring immediate success and future scalability.
Reporting to the President of our Consumer division, we’ll count on you to:
- Lead & Scale: Oversee a multi-functional inside sales team, managing outbound new customer sales, existing customer upgrades, and retention programs
- Drive Performance: Develop KPI-driven strategies to maximize conversion rates, customer retention, and overall revenue growth
- Optimize & Innovate: Implement new CRM systems, AI-driven automation, and advanced call center technology to enhance efficiency and scalability
- Coach & Develop: Build a high-performance sales culture through coaching, training, and talent development programs
- Expand & Grow: Be at the forefront of scaling our inside sales operations through in-office, remote, and third-party sales teams
- Proven experience leading inside sales teams (50 agents preferred)
- Track record of success in meeting and exceeding sales and retention goals
- Hands-on expertise in call center operations, CRM systems, and AI-driven automation
- Strong leadership and coaching skills with a focus on talent development
- Ability to manage large-scale growth initiatives and strategic expansion
- Competitive base salary, bonuses, and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
- A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
- An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success!
We’re ambitiously scaling our inside sales operation significantly over the next five years, integrating new technology, automation, and workforce expansion strategies. This is your opportunity to make a massive impact by leading teams, driving innovation, and shaping the future of our high-performance sales organization.
Ready to take on this challenge? Apply today and let’s build something great together!
NOTE: Any pay range listed for this position is an estimate by the job board and may not reflect the actual compensation.
#cypress
