Head of Direct Response Center, Call Center Sales

Overview

Head of Direct Response Center, Call Center Sales

What You’ll Do

• Own the DRC sales strategy end to end—set bold goals tied to profitable growth, standout CX, and channel efficiency, and turn them into a clear, actionable roadmap.
• Run the operation like a high-performance engine—drive execution and operational excellence across workforce management, staffing, scheduling, capacity planning, and vendor partnerships; flex fast and hit SLAs.
• Build a championship team—recruit, coach, and elevate sales talent at every level; partner with Training / Enablement to accelerate ramp, sharpen skills, and grow future leaders.
• Turn data into action, use real-time dashboards and KPI scorecards to spot signal, prioritize fixes, and deliver sustainable lifts and NPS, all while maintaining rock-solid compliance.
• Lead transformation—roll out enablement tools and smarter processes to scale performance and unlock efficiency.
• Orchestrate the journey—team up with Marketing, Product, Experience, Technology, and Analytics to enable intelligent routing, seamless digital-to-call and call-to-digital handoffs, and personalized offers that close.
• Tell the story and drive decisions—deliver crisp, data-rich readouts to leadership; frame trade-offs, secure resourcing, and set a weekly / quarterly performance rhythm.
• Shape the culture—foster an inclusive, high-accountability environment that celebrates wins, learns from misses, and always does the right thing for our customers and each other.

Qualifications

Pay and Benefits

The range shown is provided by Liberty Mutual Insurance. Your actual pay will be based on your skills and experience—talk with your recruiter to learn more. Base pay range : $175,000.00 / yr - $315,000.00 / yr. Pay philosophy : The typical starting salary range for this role is determined by factors including skills, experience, education, certifications, and location; some roles may include commission and / or bonus earnings as described by the compensation plan for the role.

About Us & Equal Opportunity

As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran\'s status, pregnancy, genetic information or on any basis prohibited by federal, state or local law. We value hard work, integrity, and commitment to making things better, and we put people first by offering benefits that support your life and well-being. For benefits details visit : https : / / LMI.co / Benefits

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