CALL CENTER EXECUTIVE JOB DESCRIPTION

Call center leadership without a steady hand means missed revenue targets, unresolved escalations, and agent attrition that compounds quarterly. A Call Center Executive owns the performance engine of an inside sales or consumer relations team, translating executive objectives into measurable daily output across phone, email, and digital channels. This role answers to senior sales or operations leadership and carries direct accountability for KPI attainment across a team of individual contributors. Regulatory service levels and pipeline health both sit within scope.

You will own agent performance, coaching cadences, and cross-channel service compliance, serving as the Call Center Executive who keeps inside sales production and customer resolution running to target. The position spans direct people management, operational reporting to senior leadership, and enforcement of service level agreements across inbound and outbound call center functions.

Career Impact: Executives in this seat develop a rare combination of inside sales pipeline ownership and compliance-level service management, a profile that transfers directly into Director of Sales Operations or VP of Customer Experience paths.

Business Impact: The agents this role coaches generate demand and close deals that feed the revenue forecast, meaning the quality of daily coaching directly shapes quarterly attainment.

Growth Opportunity: Exposure to KPI design, workforce management, and root cause analysis at the team level builds the analytical fluency needed to move into senior operations or revenue leadership roles.

• Lead daily supervision of inside sales or consumer relations agents to ensure attainment of productivity and service level goals.
• Coach agents through structured performance reviews and individual development plans to improve outbound and inbound call performance.
• Monitor operational metrics across phone, email, and digital channels to identify gaps and drive corrective action.
• Manage response handling for customer, regulatory, and executive inquiries in compliance with established service level requirements.
• Develop and implement action plans aligned to strategic objectives and operational performance targets.
• Drive staff selection, onboarding, and retention within the assigned agent group.
• Analyze business data and root cause findings to influence process improvements and enhance the customer experience.
• Conduct monthly performance forums with peer groups and senior leadership to report on trends and team outcomes.

• Bachelor's degree in Business, Communications, or a related field, or equivalent work experience.
• 3 or more years of call center or inside sales leadership experience, with direct accountability for team KPI performance.
• Demonstrated ability to coach and develop agents through structured performance management techniques.
• Experience managing service level compliance across multiple communication channels including phone, email, and written correspondence.
• Proven track record of meeting and exceeding team sales or service targets in a high-volume environment.
• Strong written and verbal communication skills with the ability to present performance data to senior leadership.
• Ability to analyze operational data, identify trends, and implement process improvements that reduce resolution times.

• Experience managing inside sales teams in a B2B demand generation or healthcare technology environment.
• Familiarity with workforce management practices including scheduling, utilization tracking, and contingency planning.
• Exposure to regulatory complaint handling or consumer affairs compliance in a utility or financial services context.
• Prior experience with CRM-based pipeline forecasting and sales activity reporting at a team level.

• Team service level attainment rate, measuring on-time response across all inbound and outbound channels.
• Agent productivity utilization, reflecting scheduled hours converted to active sales or resolution activity.
• First-contact resolution rate, tracking how often customer issues are closed without escalation.
• KPI attainment percentage per agent, derived from monthly coaching and performance review cycles.
• Regulatory inquiry response rate within mandatory turnaround windows, measuring compliance with service obligations.
• Typical tools: CRM platforms (commonly Salesforce); presentation and reporting software (commonly PowerPoint or equivalent)

• Base Salary Range: $65,000 to $90,000 annually depending on market and team size.
• Bonus: Performance-based, typically 10 to 15 percent of base tied to team KPI attainment.
• Equity: Uncommon at this level outside of early-stage companies.
• Health Benefits: Medical, dental, and vision coverage standard.
• PTO: 15 to 20 days annually plus standard US federal holidays.
• Common Perks: Sales performance incentives, leadership development programs, remote or hybrid eligibility.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Successful background screening is a condition of employment for this role. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to applicants and employees with disabilities upon request. Candidates must be authorized to work in the United States.

The Call Center Executive leads agent recruiting, performance management, and cross-functional communication to drive sales and service outcomes for global B2B demand generation clients. Reporting to the Call Center Manager, this role owns the execution of call center initiatives and collaborates with the Client Success Department to ensure agent productivity and performance standards are met.

Key Responsibilities

• Participate in the recruiting, hiring and development of Agents to build a team of high performers.
• Evaluate and manage ongoing performance of Agents and provide coaching and development support.
• Collaborate with your Call Center Manager to ensure alignment of operational goals and cascading of goals to direct reports.
• Maintain and improve employee morale through effective leadership.
• Monitor agent performance and ensure effective practices are executed across team.
• Engage and drive communication between call centers and the Client Success Department to ensure agent productivity levels are met.
• Identify sales and service failures or customer concerns and recommend solution options.
• Drive the execution of call center initiatives through call center teams.

Required Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 2-3 years of general sales leadership experience.
• 1 year of coaching, training and people development experience.
• Ability to drive staff performance improvement through effective application of coaching and development techniques.
• Strong leadership skills with the ability to engage and motivate others.
• Ability to benchmark and measure effectiveness of agents and drive change for improvements.
• Ability to employ good judgment, act with integrity and take ownership and accountability.

Call Center Executives in healthcare technology are accountable for directing and developing inside sales teams to consistently exceed revenue targets and KPI metrics for compliance and training solution providers. The role oversees daily sales activity, pipeline forecasting, and monthly performance reviews while collaborating closely with executive leadership to align team goals with company objectives.

Core Functions

• Manage daily direction and development of a growing inside sales team.
• Exceed individual and team sales goals consistently.
• Present sales, revenue and expense reports and realistic forecasts to the executive team.
• Communicate and be accountable to company objectives and process adherence by Sales team members.
• Coach inside sales team on sales and account penetration techniques to increase sales performance.
• Conduct monthly performance reviews to align goals and assess team for performance improvement.
• Recruit and make new hire decisions to expand the inside sales team.
• Improve inside sales processes to increase efficiency and streamline operations.

Qualifications and Experience

• Bachelor's degree or equivalent work experience.
• 3-5 years of experience managing teams and leading a highly effective sales team.
• 5 or more years of sales experience in complex solutions.
• Experience managing a growing inside sales team.
• Experience coaching and mentoring inside sales team members.
• Experience with cloud-based software, healthcare industry a plus.
• Demonstrated ability to be structured, organized, take initiative and follow up independently.
• Excellent verbal and written communication skills with the ability to work closely with others.

Reporting to the claims manager, the Call Center Executive manages inbound claims queries and pre-screening tasks for allocated insurance accounts, ensuring all responses meet mandatory turnaround timelines and key performance indicators. Partnering with internal teams and external insurers, this role gathers documentation and conducts basic investigation to support accurate and timely claims adjudication.

Primary Duties

• Handle responsibilities over claims queries and handling within pillar and provide feedback.
• Attend to all claims enquiries and matters from internal and external customers for allocated accounts within the mandatory timeline.
• Gather necessary documents and information for insurers to adjudicate claims assessment and conduct basic checking for contestable or complicated claims.
• Respond to internal and external client queries within the mandatory timeline as per key performance indicators.
• Carry out specific pre-screening tasks upon receipt of claims documents from client and insurers within the required timeline.
• Back up and cover claims query matters within the department as instructed.
• Complete all tasks accurately within the required turnaround time.

Skills and Qualifications

• GCE O Level or A Level and above.
• 1-2 years of working experience in the insurance industry preferred.
• Experience in claims handling preferred.
• Basic knowledge of Life and Health Insurance.
• Proficient with MS Office tools.
• Good communication skills, oral and written.
• Good team player and service-oriented.