Benefits:

Competitive salary

Opportunity for advancement

Job Summary

The ACA Call Center Manager is responsible for leading, coaching, and optimizing a team of Affordable Care Act (ACA) health insurance agents to achieve enrollment, conversion, and compliance goals during Open Enrollment Period (OEP) and Special Enrollment Periods (SEPs). This role ensures operational excellence, regulatory compliance, and a high-quality consumer experience while driving sales performance.

Responsibilities

Lead, manage, and coach a team of ACA sales agents (typically 10–20+ agents)

Drive daily, weekly, and monthly enrollment, conversion, and productivity goals

Monitor call metrics including conversion rate, average handle time, adherence, and quality scores

Ensure full compliance with CMS, carrier, and company policies and procedures

Conduct regular coaching sessions, performance reviews, and corrective action plans as needed

Collaborate with Training, QA, Compliance, and Operations teams

Manage schedules, attendance, and time-off requests to meet call volume demands

Analyze performance data and prepare reports for leadership

Support hiring, onboarding, and training of new agents

Maintain a positive, high-energy, performance-driven team culture

Qualifications

3+ years of call center management experience (insurance or sales environment preferred)

2+ years of ACA marketplace sales or leadership experience (required)

Strong working knowledge of ACA regulations, OEP/SEP rules, and enrollment processes

Proven ability to coach and develop high-performing sales teams

Experience managing KPIs and performance-based goals

Excellent communication, leadership, and organizational skills

Proficient with CRM systems, dialers, and call center reporting tools

Preferred Qualifications

Active Life & Health insurance license

Experience managing remote or distributed teams

Experience scaling call center operations during high-volume enrollment periods

Compensation & Benefits

Competitive base salary (commensurate with experience)

Performance-based bonuses and incentives

Paid time off and holidays

Growth and advancement opportunities

Work Environment

100% remote position

Home office with reliable high-speed internet required

Must be able to work extended hours, evenings, and weekends during Open Enrollment Period (OEP) and peak enrollment periods

Ability to effectively manage and motivate a fully remote sales team

This is a remote position.