Director, Call Center

Description

• Identify and implement process and technology improvements to increase efficiency and reduce costs.
• Ensure compliance with all regulatory requirements (TCPA, DNC).
• Align outbound initiatives with company objectives in partnership with senior leadership.
• Maintain an active presence on the sales floor and lead weekly meetings to review performance and drive accountability.
• Collaborate with Sales leadership to improve rep scheduling and drive product demonstrations.
• Oversee daily operations of outbound teams, ensuring strong speed-to-lead, appointment quality, and lead performance.
• Partner cross-functionally with Sales, Marketing, and Technology to enhance scripting, lead routing, and campaign segmentation.
• Develop and execute outbound dialing strategies to meet revenue, contact, and conversion targets.
• Recruit, develop, and mentor high-performing leaders; promote engagement and retention across teams.
• Monitor and optimize dialer technology and CRM analytics to drive productivity and maintain data integrity.
• Champion change management and cultivate buy-in for new strategies and tools.
• Foster a performance-based culture through clear KPIs, dashboards, and ongoing coaching for managers and supervisors.

Requirements

• 8+ years of progressive call center leadership experience, including 5+ years in outbound/sales environments.
• Strong background in business intelligence and reporting tools.
• Excellent communication and leadership skills; adept at working cross-functionally.
• Strong analytical and problem-solving skills with proven success driving KPI achievement.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Experience in industries such as home improvement, healthcare, retail, or manufacturing.
• Bachelor’s degree required; MBA or equivalent preferred.
• Proficiency with dialer management systems (e.g., Five9, Nextiva, RingCentral).
• Hands-on experience managing large outbound teams and improving operational efficiency.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance