Director, Sales Agent Contact Center

Responsibilities Own and drive key call center performance metrics including lead transfer rate, contact rate, conversion rate, cost per transfer, agent productivity, and field agent satisfaction with lead quality. Establish, monitor, and continuously refine KPIs and performance standards for all levels of the call center including representatives, supervisors, and managers. Use data‑driven analysis to identify performance trends, diagnose root causes of underperformance, and implement targeted improvement strategies. Develop and implement operational strategies to improve efficiency, optimize lead flow, and maximize the volume and quality of live lead transfers to field sales agents. Serve as the senior escalation point for complex operational issues, ensuring timely and effective resolution. Plan, create, and implement new strategies to improve production, process efficiencies, and reduce cost per transfer. Provide strategic and operational oversight of the end‑to‑end live lead transfer process, from inbound/outbound agent contact through successful handoff to field sales agents. Partner with lead vendors and field sales leadership to ensure lead source quality, consent compliance, and transfer readiness standards are consistently met. Monitor real‑time lead flow, transfer queue performance, and agent availability to ensure SLAs and conversion targets are achieved. Evaluate and optimize dialer strategies, call routing logic, and representative scripting to maximize contact rates and transfer success. Collaborate with Workforce Management leadership to ensure staffing models are aligned with live lead volume patterns and campaign activity. Lead, coach, and develop a multi‑tiered team of managers, supervisors, and representatives, fostering a high‑performance, accountable, and engaged culture. Provide ongoing leadership development to call center managers and supervisors through regular performance conversations, coaching, feedback, and recognition. Oversee hiring, onboarding, and development of staff at all levels to ensure departmental goals are met efficiently and effectively. Develop and maintain succession plans to prepare high‑potential employees for advancement and reduce the impact of turnover. Write and deliver annual performance appraisals for all direct reports. Collaborate with senior and executive leadership to align call center initiatives with organizational goals and strategic priorities. Participate in daily, weekly, monthly, and annual planning processes as appropriate and provide forward‑looking workforce and capacity planning recommendations. Prepare and deliver presentations to Senior and Executive Management regarding call center performance, trends, and strategic insights. Manage the call center budget, forecasts, and resource planning to achieve cost‑effectiveness without compromising sales performance or lead quality. Drive continuous process improvement through innovation, technology adoption, and call center best practices. Partner with cross‑functional teams including IT, HR, Training, Workforce Management, and Quality Assurance to ensure operational readiness and alignment. Ensure the call center operates in full compliance with TCPA, FCC regulations, DNC requirements, and applicable state telemarketing laws, in close partnership with the TCPA Compliance Analyst, Compliance department, and Legal counsel. Oversee adherence to company policies, industry regulations, and consumer privacy requirements across all call center activities. Proactively identify and mitigate operational and regulatory risks associated with the live lead transfer program. Ensure all lead vendor relationships are managed in alignment with consent standards and contractual compliance obligations. Other related duties and responsibilities, as assigned. Requirements Bachelor's degree in Business, Operations Management, Sales, Communications, or a related field. Master's degree (MBA or equivalent) preferred. Minimum 7–10 years of progressive call center leadership experience, with at least 3–5 years in a director or senior management role overseeing a sales‑focused call center operation. Demonstrated experience leading live lead transfer, telemarketing, or outbound sales call center programs strongly preferred. Proven track record of driving measurable improvements in lead conversion, transfer rates, and agent performance in a high‑volume environment. Experience managing a multi‑tiered team of managers, supervisors, and front‑line representatives. Life insurance or financial services industry experience is highly preferred. Ability to travel up to 15%. Six Sigma, PMP, or equivalent process improvement or project management certification preferred. #J-18808-Ljbffr Jobtailor