At GoHealth, our mission is to improve access to healthcare in America; and as the first experience seniors have when contacting GoHealth, our screening agents set the tone for our member-focused enrollment journey. As the Vice President, you will oversee our inquiry response center comprised of these unlicensed member advocates who gather key info from prospects and provide a warm hand off to a licensed insurance agent.

Reporting to the Chief Marketing Officer, the ideal candidate is an experienced and metrics-driven inside sales leader. She/he will take ownership of the departmental P&L and elevate the organization through data-driven analysis and continuous optimization.

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications.GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

Responsibilities:

• Oversee a team of onshore call center staff and facilitate the effective screening and transfer of prospects originating from inbound calls and outbound dialing
• Own relationships with offshore managed service providers and manage outcomes
• Evaluate data, identify improvement areas, and launch tests to improve KPIs
• Act as the general manager to ensure successful operation of the function and ongoing improvement in consumer experience and quality transfers
• Manage the department P&L, including staffing levels and on/offshore composition; use data to develop screener to licensed agent ratios and QA to screener ratios
• Test new ideas and processes with onshore team and cascade to offshore partners to continuously improve overall performance standards
• Establish a permeating culture across both onshore and offshore teams that focuses on production, quality customer service, and building the GoHealth brand
• Develop balanced scorecards for agents and managers to drive high accountability
• Regularly report on KPIs to internal stakeholders (ALT rate, cost per transfer, etc.)
• Partner with marketing and sales counterparts to improve quality transfers by source
• Partner with analytics to improve or add reporting to improve performance
• Establish and uphold SLAs for agent attendance, readiness, handle times, etc.
• Drive improvements in scripting, routing, and skilling of specialized agents
• Implement new methods of training and development to grow managers and improve agent readiness and performance from their first day and beyond
• Distill core company strategies into powerful messages to the "floor" that inspire and create a stronger understanding of the importance of each agent's role
• Test creative solutions to improve agent retention and job satisfaction
• Evaluate compensation and incentives, then implement changes to drive optimal behavior, reward goal attainment, and deliver business outcomes
• Influence recruiting and hiring processes to attract high quality talent to meet needs
• Oversee team operations, including timesheet calculations and workforce scheduling
• Lead group of specialized advocates who handle select customer service needs
• Introduce new, creative ways the team can support strategic business objectives

Skills and Experience:

• 12-15 years’ experience in direct-to-consumer businesses with significant lead generation and call center operations
• Full P&L accountability with proven track record of increasing financial performance
• Previous exposure to sales call center operations
• Proven ability to drive results from managed service providers
• Strong familiarity with lead generation and marketing funnel
• Direct management of budgets and teams of significant size and scale
• Demonstrated experience attracting talent and developing high functioning teams
• Experience working in a highly-regulated industry
• Bachelor’s Degree in Business, Finance, or related area

Benefits and Perks

• Open vacation policy
• 401k program with company match
• Medical, dental, vision, and life insurance benefits
• Flexible spending accounts
• Commuter and transit benefits
• Professional growth opportunities
• Flexible remote work arrangements
• Casual dress code
• Generous employee referral bonuses
• Charitable events
• Monthly Event Calendar
• GoHealth is an Equal Opportunity Employer

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities' and the CDC.

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