Globe Life

Director, Sales Agent Contact Center (Hybrid)

McKinney, TX · Director · Part-time

Sponsorship not specifiedDetected 27 days ago

ComplianceProject ManagementCRMSalesOutbound SalesForecastingExcelOperations ManagementProcess ImprovementLeadershipCommunicationMentoringPublic Speaking

About the role

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!
The Director is also accountable for the call center's budget, headcount planning, technology strategy, and overall performance outcomes.

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.
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.
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.

Requirements

Ability to work full time and/or part time based on the position specifications.
What You Can Bring:

Nice to have

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.
Experience managing a multi-tiered team of managers, supervisors, and front-line representatives.
Ability to travel up to 15%.
Six Sigma, PMP, or equivalent process improvement or project management certification preferred.
Deep expertise leading high-volume, sales-focused call center operations with a track record of driving measurable improvements in conversion rates, transfer quality, and agent performance.
Strong understanding of the operational and strategic dynamics of a live lead transfer program, including inbound/outbound call flows, dialer optimization, and field agent handoff process.

Compensation

Write and deliver annual performance appraisals for all direct reports.
Participate in daily, weekly, monthly, and annual planning processes as appropriate and provide forward-looking workforce and capacity planning recommendations.

Benefits

Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.

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