Wellness Care – Plano, Texas (On-Site Build-Out Leadership Role)

Reports to: Executive Leadership

Location: Plano, Texas (On-Site Required)

About Wellness Care

Wellness Care is a Medicare-focused chronic care management platform built for scale, operational discipline, and clinical integrity. Our Plano call center is the engine driving enrollment, patient engagement, and revenue growth.

We are seeking a Director of Call Center Sales & Operations to build, lead, and scale a high-performance, compliance-driven call center organization. This is not a maintenance role. This is a build-and-optimize mandate.

Role Overview

This position will lead, motivate, coach, and develop Call Center managers, supervisors, and agents while ensuring continuous improvement in performance metrics and overall operational execution.

This role is vital in driving inbound and outbound Medicare sales, increasing revenue growth, improving margins and profitability, and delivering consistent phone service while reducing abandoned appointments and scheduling challenges.

The Director will partner closely with the corporate executive team, finance, compliance, and care team operations to develop and implement sales strategies, deliver operational initiatives, and maximize overall call center performance and efficiency.

Key responsibilities include:

Setting and executing data-driven sales strategies and compensation incentives designed to improve revenue and conversion performance
Creating a culture of accountability, achievement, and continuous improvement
Building and sustaining a high-performing sales and operations team through mentoring, developing, rewarding, and retaining top talent
Inspiring supervisors and team members to meet and exceed performance targets
Directing ongoing professional development, including sales training, technical training, compliance training, and leadership development
Driving measurable improvements in KPIs including sales quotas, conversion rates, revenue per agent, call handling metrics, abandoned call rates, and quality assurance scores
Overseeing performance monitoring, reporting dashboards, operational systems, and QA processes
Ensuring sales practices remain compliant within a regulated Medicare environment

The ideal candidate will demonstrate a consistent ability to improve key sales and operational metrics in a fast-paced call center environment.

Qualifications:

Minimum 7 years of progressive call center leadership experience, managing both sales and operations functions
Proven record of increasing revenue, conversion rates, and overall team performance
Experience leading managers and supervisors directly and indirectly
Strong understanding of KPI management, reporting, and performance coaching
Healthcare or Medicare-related experience preferred

Compensation:

Base salary starting at $135,000 with flexibility for highly qualified candidates, plus performance incentives aligned with enrollment growth and operational outcomes.

This is a leadership role for someone who wants to build, scale, and win.

Wellness Care

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