Job Detail: Telesales Leader

Description:

• Lead and manage the day-to-day operations of the contact center, ensuring achievement of performance, quality, and service objectives.
• Establish, monitor, and report on key performance metrics including conversion, adherence, occupancy, average handle time (AHT), quality, member outcomes, and other operational KPIs.
• Develop and implement call strategies, scripts, and best practices for inbound and outbound member interactions.
• Coach, mentor, and develop supervisors, team leads, and agents through regular feedback, call reviews, and performance management.
• Conduct daily meetings, weekly operational reviews, and monthly business reviews to drive accountability and continuous improvement.
• Analyze operational processes and implement improvements to increase efficiency, quality, and member satisfaction.
• Partner with Learning & Development to ensure new hire onboarding, licensing, ongoing training, and continuous skill development.
• Work with leadership to design and administer performance incentive and recognition programs that reinforce desired behaviors and results.
• Develop and maintain performance dashboards and reporting to communicate operational results and trends to executive leadership.
• Collaborate with Clinical Operations, Quality, Stars, Marketing, and other cross-functional teams to support member engagement campaigns and improve health outcomes.
• Ensure all contact center operations comply with CMS regulations, TCPA requirements, call recording standards, and other applicable regulatory and compliance requirements.
• Partner with Compliance and Quality teams to maintain audit readiness and ensure adherence to all member communication standards.
• Foster a culture of accountability, engagement, collaboration, and continuous improvement across the contact center.
• Support workforce planning and staffing strategies to ensure appropriate coverage and operational efficiency.
• Evaluate and leverage technology, including AI-enabled coaching and training tools, to improve agent performance and operational effectiveness.
• Serve as the primary leader responsible for delivering an exceptional member experience while achieving organizational performance goals.

• Bachelor's degree in Business, Healthcare Administration, Management, or a related field; equivalent experience will be considered.
• More than 7 years of leadership experience in a high-volume contact center or call center environment.
• More than 3 years of experience leading a telesales, inside sales, or other high-conversion contact center operation with responsibility for operational performance metrics.
• Demonstrated success improving contact center performance through coaching, process improvements, workforce management, and operational leadership.
• Experience managing and developing supervisors, team leads, and large teams of frontline agents.
• Strong background in performance management, including KPIs such as conversion, quality, adherence, occupancy, average handle time (AHT), and customer or member satisfaction.
• Experience designing or managing incentive compensation programs, recognition programs, and performance scorecards.
• Proven ability to develop onboarding, training, coaching, and quality assurance programs that improve agent performance.
• Experience leading change initiatives and driving continuous process improvement within a contact center environment.
• Strong analytical skills with experience using operational dashboards, reporting, and data to drive business decisions.
• Excellent leadership, communication, coaching, and interpersonal skills with the ability to influence and motivate teams.
• Experience working in a regulated industry; healthcare, insurance, financial services, or other compliance-driven environments preferred.
• Knowledge of Medicare Advantage, CMS regulations, Stars, HEDIS, HRA, or other healthcare quality programs is highly preferred.
• Demonstrated commitment to compliance, quality, and ethical business practices.
• Proficiency with contact center technologies, CRM platforms, workforce management systems, quality monitoring tools, and AI-enabled coaching or training platforms is a plus.
• Must be able to work onsite in Houston, TX. Relocation assistance may be considered for qualified candidates.

• Experience leading contact center operations supporting Medicare Advantage or other healthcare member engagement programs.
• Experience partnering with Clinical Operations, Marketing, Quality, or Compliance teams to execute outreach campaigns.
• Track record of building high-performing, engaged teams with strong employee retention and development outcomes.
• Lean, Six Sigma, or other process improvement certifications are a plus.