Strategic Call Center Manager

The Position:

Excel Impact, named one of the nation’s fastest growing companies 3-years running, is looking to hire a Strategic Call Center Manager in our Medina, OH location! You can be a part of our industry-leading team, who are working to simplify and transform how people navigate the insurance buying process. This position will be best suited for an individual with an entrepreneur mindset, as solving strategic problems and testing to find solutions will be a core part of this position. You will work with the newest technologies, solve complex problems, and work to reinvent how the public navigates the complex process of getting their health coverage. We place a high value on creating a talented team, and because of that, make sure to offer competitive compensation, flexible work hours, generous time-off policy, and an environment of results-oriented self-sufficiency.

Mission The Position:

Excel Impact was founded to solve two key issues:

1. Purchasing insurance is too confusing for the average person to easily navigate and understand
2. The insurance companies can’t efficiently connect with a person searching for a product or solution they offer

The solution? A best-in-class, award-winning marketplace that connects the companies and the solutions they offer with people who are searching for a better insurance experience. Our proprietary ImpactNavigation® platform technology utilizes machine learning, data science, and intelligent-marketing to guide & match interested customers with their best-match insurance solutions.
 

…the really exciting part?

We are now looking to take that a step further! With the help of the individual hired in this position, our team will now work to directly with consumers to assist those who are looking for insurance options.

What will you do?

• Be responsible for daily oversight, assist with leadership and developing strategy within this new branch of Excel Impact – directly alongside the CEO and Senior Leadership.
• Strategic planning, developing and directing of the call center operations and customer service programs.
• Ensuring compliance with all rules, regulations, policies, and procedures as set forth by CMS and other regulatory agencies.
• Provide consistent reporting to key Leadership in regards to daily operations, KPIs, and other key quantifiable metrics.
• Provide strategic insight into industry specific strategic elements and navigation of compliance standards.
• Prove out initial strategies by testing them personally, which might initially involve the selling of policies to prove out strategy prior to large-scale implementation.
   

Who are we looking for?

• A minimum of 6 - 8 years working within a call center with leadership responsibilities
• A minimum of 4-5 years of call center experience in Medicare/Health Insurance Call Centers.
• A self-motivated, quality-focused individual that enjoys solving interesting problems
• Experience defining and establishing call center operations, or call center initiatives.
• Strong grasp of technology utilized by call centers – including auto-dialer, lead routing technologies, BI Data Tools, CRMs, Etc.
• Effective communicator
• Passion for innovation and staying up to date with the latest technologies/best practices
• Ability to work independently without consistent senior leadership oversight.

Bonus points if you have…

• Worked within a Medicare call center more than 5 years
• A working knowledge of digital marketing and lead generation
• Can speak with authority on current regulatory standards, such as CCPA, TCPA, etc
• Worked in a growth-company/startup environment in a previous position

What do we offer you?

• Competitive base salary with an attractive commission structure.
• Health care, dental & vision benefits 
• Sizable yearly bonus structure
• Over 1-month cumulative time-off with vacation and personal days
• A form of equity that can provide substantial monetary payouts based on future events
• Incredible growth and upward mobility opportunities
• The opportunity to apply state-of-the-art technologies to solve interesting and challenging problems
• Family-friendly work environment - the work stays in the office. Work/Life balance is taken very seriously. 
• Work directly with the CEO and VPs to innovate, create, and make an impact in what you do.
• Laid-back, results-driven environment.
• You are the ‘CEO’ of your own position – you are encouraged and trusted to make decisions in your area of expertise.

About us:

Excel Impact was founded on 2013 by three partners looking to change the world of insurance for the better. Through hard-work, an incredible team, and smart execution, we’ve experienced consistent 3-year growth rates between 450% - 11,369%, and have been recognized multiple times one of the fastest growing companies in the United States by INC 500, Deloitte Fast 500, Earnest and Young, among other organizations. We have over 1 million active users on our sites per month, and we are committed to delivering excellent software solutions for our internal team as well as top converting leads to our business partners.

Next Steps: