Director of Contact Center

Company Overview

Keystone Advisors is a full-service marketing company aligned with Top Health Insurance Carriers to provide our partners and clients a broad and competitive portfolio of Insurance Options. We have over 20 years experience in Insurance marketing while serving our local communities with Medicare Individual Group Health Life and Annuity products.

The foundation of the company and its employees lies in our core values: Customer service integrity compassion tenacity & being a team player.

Job Summary

The Director of Contact Center is responsible for leading overall contact center operations with a strong focus on Leadership Management and Accountability (LMA). This role drives client satisfaction ensures projects are delivered on time within scope and under budget and continuously improves workflow and operational processes. The Director will manage resources effectively optimize performance metrics and support strategic business objectives.

Duties and Responsibilities
Operational Leadership

• Provide strategic and operational leadership for the Customer Service Telesales and Sales and Retention departments within the company.
• Oversee day-to-day contact center performance ensuring alignment with company goals client expectations and service standards.
• Drive a culture of accountability professionalism and customer-first service across all teams.

Customer Service Excellence

• Ensure high-quality customer interactions that reflect company values and compliance requirements.
• Monitor service metrics including first-call resolution average handling time customer satisfaction scores and service level adherence.
• Develop programs that improve customer experience engagement and issue resolution efficiency.
• Implement quality assurance standards and coaching frameworks.

Telesales Performance Management

• Lead Telesales operations focused on achieving revenue targets and conversion goals.
• Support scripting optimization objection handling strategies and sales process standardization.
• Track sales funnel performance call-to-sale ratios and productivity metrics.
• Collaborate with training teams to improve sales effectiveness and agent confidence.

Sales Retention and Customer Loyalty

• Develop retention strategies to reduce customer churn and improve lifetime value.
• Analyze customer behavior cancellation trends and service feedback to identify retention opportunities.
• Implement proactive outreach and win-back programs where applicable.
• Support escalation management for high-value or at-risk customers.

Team Leadership and Development

• Supervise department managers supervisors and operational staff.
• Set performance expectations and conduct regular performance reviews.
• Promote employee engagement professional development and succession planning.
• Coach leadership staff to improve operational execution.

Workforce and Resource Optimization

• Oversee workforce planning to ensure appropriate staffing levels across service sales and retention functions.
• Monitor utilization productivity and operational efficiency.
• Support recruitment onboarding and training initiatives.

Process and Workflow Management

• Design document and improve contact center workflows.
• Ensure projects are delivered on time within specification and under budget.
• Identify automation system integration and operational improvement opportunities.

Client and Stakeholder Management

• Maintain strong relationships with internal and external stakeholders.
• Support service-level agreements (SLAs) and contractual performance commitments.
• Participate in client meetings reporting reviews and operational governance discussions.

Quality Compliance and Risk Management

• Ensure adherence to healthcare privacy and regulatory requirements relevant to operations.
• Support audit readiness and documentation standards.
• Promote ethical sales and customer service practices.

Performance Analytics and Reporting

• Review operational dashboards and business intelligence reports.
• Use data-driven insights to guide strategic and tactical decisions.
• Present performance updates to executive leadership.

Qualifications/Requirements

• Bachelors degree in business administration Operations Management or related field (Masters preferred).
• 7 years of contact center or operations leadership experience.
• Strong background in workflow optimization and project management.
• Proven ability to lead teams and drive client-focused outcomes.
  
  

Experience/Knowledge/Skills/Abilities

• Extensive experience in contact center customer experience telesales or retention operations leadership.
• Strong understanding of multi-channel customer service and sales engagement strategies.
• Proven ability to manage and improve performance across service sales and retention functions.
• Knowledge of call center technology platforms workforce management tools and performance analytics systems.
• Ability to drive operational efficiency workflow optimization and continuous process improvement.
• Demonstrated experience developing and executing strategic operational plans.
• Strong business acumen with ability to balance customer satisfaction employee performance and cost management.
• Advanced problem-solving critical thinking and decision-making skills.
• Excellent leadership coaching and organizational development capabilities.
• Exceptional communication presentation and stakeholder management skills.
• Ability to manage budgets operational metrics and service level agreements.

Physical Requirements

• Ability to sit for extended periods of time.
• Ability to stand bend and move as needed.
• Ability to speak clearly and hear communications effectively.
• Regular use of a computer keyboard and telephone equipment.
• Manual dexterity to use hands and fingers for routine office tasks.

Company Benefits

At Keystone Advisors we value our employees and strive to offer a well-rounded and competitive benefits package including:

• Medical Dental and Vision Insurance
• Short-Term and Long-Term Disability (STD/LTD)
• Life Insurance and AD&D Coverage
• Paid Holidays and Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• Wellness Programs including mental health support
• Gym Membership
• Quarterly Employee Appreciation Activities
• Professional Development Opportunities