Medical Call Center Director

SMS is part of the Alliant family of companies. SMS is a full-service insurance marketing organization (IMO) dedicated to helping independent insurance agents leverage time, make more money, and put their business in a position of distinction. With products and agents in all 50 states, SMS offers the industry's most complete IMO experience. We support every facet of an agent's business, from our comprehensive senior product portfolio to our technology, services, and marketing programs.


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 (if applicable) 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 underst