Senior Manager, Individual Dental Call Center Management - Distribution Support

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Oversee the Call Center & Distribution Support function for Individual Dental, responsible for Direct-to-Consumer New Sales and Retention call center operations involving both internal teams and outsourced partners.

• Manage, mentor, and guide Sales and Distribution Support Advisors as well as Senior Advisors.

• Supervise outsourced call center partner performance, ensuring staffing readiness, capacity planning, service delivery, KPI achievement, issue resolution, and a focus on continuous improvement.

• Establish governance routines with call center vendors and internal partners to assess performance, manage risks, escalate issues, and implement action plans.

• Oversee call management practices, which include routing, prioritization, volume trends, reporting, and escalation processes.

• Provide operational oversight for policies, procedures, call scripting, quality expectations, and related controls.

• Take ownership of workforce management and align staffing, schedules, service levels, productivity expectations, and operational performance with anticipated call demand.

• Develop an internal broker support model featuring tiered support and concierge account service for key distribution partners.

• Lead distribution operations encompassing updates to the book of business, commission inquiries, onboarding/offboarding processes, and resolution of broker sales, enrollment, payment, and service issues.

• Implement reporting routines that cover sales, retention, broker support, agent behavior, quality, productivity, service levels, and operational KPI performance.

• Drive process enhancements, strengthen SOP documentation, minimize operational friction, and improve overall consistency.

• Build team capabilities, nurture talent, promote accountability, and enhance relationships across functions and with vendors.

⛳️ Requirements

• A Bachelor’s degree in business, communications, healthcare, or a related field is required; an advanced degree is preferred or equivalent proven experience will be considered.

• A minimum of 8 years of experience in sales operations, call center operations, vendor management, health insurance operations, or a related field combination is essential.

• At least 5 years of successful people leadership experience is preferred.

• Proven experience in managing outsourced call center or vendor partner relationships, including KPI management, governance routines, issue resolution, and performance enhancement.

• Strong knowledge of the health insurance industry, regulatory environment, sales operations processes, and call center technology, terminology, and performance metrics.

• Experience in identifying operational and technology gaps, formulating solutions, and executing changes across internal and external partners.

• Strong background in process improvement with demonstrated experience in developing SOPs, operating routines, reporting disciplines, and scalable operational practices.

• Established ability to influence, build consensus, and drive accountability among internal matrix partners and external vendors.

• Excellent verbal, written, presentation, relationship-building, and executive communication skills.

• Strong organizational and time management skills with the ability to handle multiple priorities, projects, and partner deliverables in a fast-paced, dynamic environment.

• If working from home occasionally or permanently, a reliable internet connection must be provided through a cable broadband or fiber optic service with a minimum of 10Mbps download and 5Mbps upload speeds.

🏝️ Benefits

• Flexible remote work arrangement.

• Tobacco-free workplace policy.

• Reasonable accommodations available for the online application process.

• Equal employment opportunity protections.

• Consideration of qualified applicants with criminal histories in accordance with applicable ordinances.