Job Description
At Globe Life we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected collaborative and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
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!
This role is responsible for the strategic leadership and day-to-day operational oversight of a high-volume sales-focused call center built around a live lead transfer model. The Director owns end-to-end performance of the lead transfer program from initial agent contact through field sales handoff with a focus on maximizing lead conversion transfer quality and field agent satisfaction. Leading a multi-tiered team of managers and supervisors this role partners closely with Workforce Management TCPA Compliance Legal Training QA and Sales leadership to drive operational excellence regulatory compliance and sustainable sales growth. The Director is also accountable for the call center's budget headcount planning technology strategy and overall performance outcomes.
This is a hybrid position located in McKinney Texas (WFH Monday & Friday In Office Tuesday-Thursday).
What You Will Do:
- 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.
- Establish monitor and continuously refine KPIs and performance standards for all levels of the call center including representatives supervisors and managers.
- 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.
- Serve as the senior escalation point for complex operational issues ensuring timely and effective resolution.
- 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.
- Provide ongoing leadership development to call center managers and supervisors through regular performance conversations coaching feedback and recognition.
- Oversee hiring onboarding and development of staff at all levels to ensure departmental goals are met efficiently and effectively.
- Develop and maintain succession plans to prepare high-potential employees for advancement and reduce the impact of turnover.
- Write and deliver annual performance appraisals for all direct reports.
- Collaborate with senior and executive leadership to align call center initiatives with organizational goals and strategic priorities.
- Participate in daily weekly monthly and annual planning processes as appropriate and provide forward-looking workforce and capacity planning recommendations.
- Prepare and deliver presentations to Senior and Executive Management regarding call center performance trends and strategic insights.
- Manage the call center budget forecasts and resource planning to achieve cost-effectiveness without compromising sales performance or lead quality.
- Drive continuous process improvement through innovation technology adoption and call center best practices.
- Partner with cross-functional teams including IT HR Training Workforce Management and Quality Assurance to ensure operational readiness and alignment.
- Ensure the call center operates in full compliance with TCPA FCC regulations DNC requirements and applicable state telemarketing laws in close partnership with the TCPA Compliance Analyst Compliance department and Legal counsel.
- Oversee adherence to company policies industry regulations and consumer privacy requirements across all call center activities.
- Proactively identify and mitigate operational and regulatory risks associated with the live lead transfer program.
- Ensure all lead vendor relationships are managed in alignment with consent standards and contractual compliance obligations.
- Other related duties and responsibilities as assigned.
What You Can Bring:
- 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.
- Demonstrated experience leading live lead transfer telemarketing or outbound sales call center programs strongly preferred.
- Proven track record of driving measurable improvements in lead conversion transfer rates and agent performance in a high-volume environment.
- Experience managing a multi-tiered team of managers supervisors and front-line representatives.
- Life insurance or financial services industry experience is highly preferred.
- 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.
- Ability to translate organizational sales objectives into actionable call center strategies operational plans and performance frameworks.
- Proven ability to lead develop and inspire multi-tiered teams in a fast-paced metrics-driven environment; demonstrated success building high-performance cultures.
- Working knowledge of TCPA FCC regulations DNC compliance and telemarketing laws as they apply to a live lead transfer call center environment.
- Advanced analytical skills with the ability to interpret call center performance data identify trends and drive evidence-based operational improvements.
- Experience with CRM platforms predictive/progressive dialer systems WFM tools ACD/telephone reporting and business intelligence tools. Advanced Microsoft Excel skills required.
- Demonstrated experience managing call center budgets forecasting and resource planning with a focus on cost efficiency and ROI.
- Exceptional written and verbal communication skills; ability to present complex operational data and strategic recommendations to senior and executive leadership.
- Ability to quickly assess complex operational or performance issues and implement effective sustainable solutions.
Applicable To All Employees of Globe Life Family of Companies:
Reliable and predictable attendance of your assigned shift.
Ability to work full time and/or part time based on the position specifications.
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work but thrive at Globe Life:
Competitive compensation designed to reflect your expertise and contribution.
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.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy realize your path and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life your voice matters.
Skills Required
- Bachelor's degree in Business Operations Management Sales Communications or related field.
- Master's degree (MBA or equivalent).
- Minimum 7-10 years progressive call center leadership experience including 3-5 years in a director or senior management role.
- Demonstrated experience leading live lead transfer telemarketing or outbound sales call center programs.
- Proven track record of driving measurable improvements in lead conversion transfer rates and agent performance in high-volume environments.
- Experience managing a multi-tiered team of managers supervisors and front-line representatives.
- Life insurance or financial services industry experience.
- Ability to travel up to 15%.
- Six Sigma PMP or equivalent process improvement/project management certification.
- Working knowledge of TCPA FCC regulations DNC compliance and applicable telemarketing laws.
- Advanced analytical skills to interpret call center performance data and drive improvements.
- Experience with CRM platforms predictive/progressive dialer systems WFM tools ACD/telephone reporting and business intelligence tools.
- Advanced Microsoft Excel skills.
- Experience managing call center budgets forecasting and resource planning.
- Exceptional written and verbal communication skills; ability to present to senior/executive leadership.
- Ability to quickly assess complex operational or performance issues and implement sustainable solutions.
- Reliable and predictable attendance of assigned shift.
- Ability to work full time and/or part time as specified.
Globe Life Compensation & Benefits Highlights
- Retirement Support—A company‑matched 401(k) plus a defined‑benefit pension are explicitly offered to eligible W‑2 employees. This combination provides long‑term retirement security beyond a standard match-only package.
- Parental & Family Support—Paid maternity leave (up to 6 weeks) and paid parental leave (up to 4 weeks) are included for eligible employees. These policies complement broader time‑off programs to support family needs.
- Healthcare Strength—Medical dental and vision coverage are provided alongside employer life insurance and short/long‑term disability. Wellness access such as gym/Wellhub is also included.
Globe Life Insights
What We Do
Globe Life is an insurance company with a mission centered on protecting the financial futures of working families. The company has operated for over a century built on a foundation of discipline ethics and long-term thinking. Employees at Globe Life don't simply work in insurance. They help safeguard futures show up in meaningful moments for real people and contribute to something larger than a paycheck. The company's guiding statement "We Make Tomorrow Better for Families and for the People Who Help Protect Them" reflects both its public mission and its commitment to the people who carry that mission forward every day.
Why Work With Us
Globe Life protects real families' financial futures giving everyday work deeper meaning. Rooted in 100+ years of stability ethics and integrity it's a place where employees grow with confidence. The culture values clarity respect and accountability with real mobility visible advancement and intentional leadership development.
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Globe Life Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Work arrangements at Globe Life vary by role — onsite remote or hybrid (home Mon/Fri office Tue–Thu). Every setup is matched to the job and team. Regardless of location professionalism collaboration and accountability are always expected.
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Date Posted
06/26/2026
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