Director, Sales Agent Contact Center (Hybrid)

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 ope

Additional Information

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Director, Sales Agent Contact Center ? Globe Life is looking for a Director, Sales Agent Contact Center to join the team! This role is responsible for the strategic leadership and day-to-day operational oversight of a high-volume, sales-focused call center built around a live lead transfer model. The Director owns end-to-end performance of the lead transfer program, from initial agent contact through field sales handoff, with a focus on maximizing lead conversion, transfer quality, and field agent satisfaction. Leading a multi-tiered team of managers and supervisors, this role partners closely with Workforce Management, TCPA Compliance, Legal, Training, QA, and Sales leadership to drive operational excellence, regulatory compliance, and sustainable sales growth. The Director is also accountable for the call center's budget, headcount planning, technology strategy, and overall performance outcomes. This is a hybrid position located in McKinney, Texas (WFH Monday & Friday, In Office Tuesday-Thursday).

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