Medical Call Center Director

SUMMARY Provides executive leadership over the Individual Medical Call Center division with full accountability for P&L performance, sales and enrollment funnel optimization, and end-to-end operational execution. Owns the strategy and performance of inbound and outbound sales operations to drive efficient acquisition, maximize conversion, and improve member retention. ESSENTIAL DUTIES AND RESPONSIBILITIES Owns full P&L accountability for the Individual Medical Call Center division, driving revenue growth, contribution margin expansion, and disciplined cost management. Sets and executes the strategic vision for call center operations, aligning sales, service, and enrollment capabilities with enterprise growth objectives. Oversees end-to-end operations for call centers, including organizational design, workforce strategy, capacity planning, and vendor strategy and oversight. Ensures full compliance with CMS regulations, state insurance requirements, and internal policies governing sales, enrollment, and customer interactions. Aligns operational capacity and performance management to deliver profitable, scalable growth while ensuring strict adherence to CMS and insurance regulatory requirements and quality standards determined by carriers and normative benchmarks. Creates succession plans for all key positions within call centers. Collaborate with FMO leaders to assist in recruiting downline call centers and creating standards of excellence for call centers within our downline. Designs and optimizes the end-to-end acquisition and enrollment funnel—from lead intake through policy issuance—to materially improve conversion rates, efficiency, and customer experience. Aligns marketing investment, lead sourcing strategy, and distribution capacity to maximize return on acquisition spend (CAC) and overall funnel productivity. Accountable for delivering against core business metrics, including conversion rate, customer acquisition cost (CAC), revenue, margin, retention, and agent productivity (policies per agent). Establishes a performance-driven operating model leveraging data, analytics, and KPIs to continuously improve call center efficiency (e.g., handle time, adherence, occupancy) and sales effectiveness (close rates, placement rate, and customer persistency). Builds and develops a high-performing leadership team, including managers and supervisors, with a strong focus on coaching and accountability. Partners cross-functionally with marketing, product, compliance, finance, and technology to improve lead quality, optimize systems, and enhance the end-to-end customer journey. Implements robust reporting frameworks and executive-level dashboards to monitor funnel performance, diagnose trends, and inform strategic decision-making. Drives a culture of accountability, operational excellence, and customer‑centricity across all call center functions. Travels as needed to call center locations or partner sites to ensure alignment, performance oversight, and leadership engagement. Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information). Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates. Performs other duties as assigned. QUALIFICATIONS EDUCATION / EXPERIENCE Bachelor's Degree in Business, Healthcare Administration, Marketing, or a related field Master's Degree in Business, or an advanced degree Ten (10) or more years of experience in call center sales leadership, preferably within health insurance or individual medical markets Five (5) or more years of leadership experience managing managers and/or multi-layered teams in high‑volume, performance‑driven environments Experience operating within CMS‑regulated environments and deep familiarity with insurance compliance requirements Experience leading cross‑functional initiatives and influencing senior stakeholders across marketing, product, and operations SKILLS Deep expertise in call center operations, including workforce strategy, performance management, and quality assurance at scale. Advanced understanding of sales funnel management, including lead flow optimization, routing logic, and conversion strategy. Comprehensive knowledge of CMS guidelines and insurance carrier compliance requirements for individual medical products. Strong analytical and financial acumen, with the ability to translate data into actionable strategies that improve conversion, efficiency, and profitability. Proven leadership capability with experience building, developing, and leading high‑performing, multi‑level teams. Strong executive communication and cross‑functional leadership skills. Ability to operate at both strategic and operational levels, driving execution while shaping long‑term direction. Demonstrated ability to lead through change, scale operations, and drive continuous improvement in a metrics‑driven environment. BENEFITS We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer. EEO STATEMENT Alliant Insurance Services, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on their qualifications and ability without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, sexual orientation, and gender identity), national origin, ancestry, physical or mental disability, medical condition, marital status, age, genetic information or status as a protected veteran, in accordance with applicable federal, state and local laws, including California law. Applicants are protected under Federal law from discrimination. If you need an accommodation to complete the application process or would like to review these materials in an alternative format, please reach out to View email address on click.appcast.io. #J-18808-Ljbffr Alliant