Director of Staff

Job Title: Director of Staff
Location: Sarasota, FL (On-site)
Reports To: CEO and Executive Assistant
Status: Full-Time | Salary | Exempt

Job Summary: Signature Medicare Solutions is seeking a dynamic and strategic Director of Staff with a strong background in human resources and call center operations. The ideal candidate will be SHRM-certified and experienced in scaling, managing, and optimizing high-performance teams within fast-paced environments like ours. This leader will serve as a central force in aligning operational efficiency with strategic business goals, ensuring consistent performance, strong culture, and clear communication across departments.

Key Responsibilities:

• Leadership & Management:

  • Act as a liaison between executive leadership and department heads, ensuring smooth communication and translating strategic direction into actionable plans.

  • Spearhead initiatives for employee engagement, retention, and performance development across the organization.

• Staffing & Workforce Management:

  • Develop staffing strategies to ensure the call center has the appropriate resources to meet business needs.

  • Oversee recruitment, hiring, and onboarding of new staff, ensuring a seamless integration into the team and company culture.

  • Manage performance evaluations, coaching, and professional development programs.

• Operational Efficiency:

  • Design and implement operational structures and workflows to enhance efficiency, improve productivity, and maintain high-quality service delivery.

  • Identify areas for improvement in call center performance and collaborate with leadership to implement process optimizations.

  • Monitor and analyze key performance metrics, using data-driven insights to support continuous improvement.

• Compliance & HR Functions:

  • Oversee all human resources functions, including employee relations, policy enforcement, and compliance with federal and state labor laws.

  • Oversee all payroll, time keeping, and employee benefits

  • Ensure adherence to all regulatory requirements, particularly in areas related to healthcare and insurance operations.

  • Conduct internal investigations when needed and ensure proper documentation and follow-up actions.

• Collaboration & Reporting:

  • Collaborate with the CEO and Executive Assistant on strategic planning, staffing decisions, and company-wide initiatives.

  • Provide regular updates on team performance, workforce issues, and operational improvements.

  • Ensure that all staff issues, including disciplinary actions and performance improvements, are handled professionally and in line with company policies.

Qualifications:

• SHRM Certification: SHRM-CP or SHRM-SCP certification required.

• Education: Bachelor's degree in Human Resources, Business Administration, or related field (Master’s preferred).

• Experience: Minimum of 5 years of leadership experience in call center operations, preferably in Medicare or insurance services.

• Skills:

  • Strong leadership skills with a proven track record of managing mid-level leaders.

  • In-depth knowledge of HR best practices, employee relations, and compliance.

  • Excellent communication, organizational, and problem-solving skills.

  • Ability to analyze performance metrics and optimize operational processes.

  • Proficient in HRIS, call center management software, and productivity tools (e.g., Microsoft 365, CRM systems).

• Preferred:

  • Background in Medicare or insurance-related services.

  • Experience scaling teams in fast-growing companies or high-call-volume environments.

  • Previous experience working directly with C-level executives.