Director, Call Center

Overview

Lead and scale outbound call center ops to drive sales, conversions, and customer engagement.

Key Responsibilities

• dialer tech
• crm analytics
• outbound dialing
• process improvement
• kpi dashboards
• compliance

Tasks

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

Requirements

• business intelligence
• dialer systems
• call center leadership
• 8+ years
• mba
• analytical skills

What You Bring

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

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About Renuity

-Founded with a vision to revolutionize home automation and smart technology. -Renuity offers integrated smart solutions for both residential and commercial spaces. -Their solutions optimize energy use, increase convenience, and improve overall quality of life. -Focused on creating innovative home experiences with cutting-edge technology and design. -Has a strong presence in the energy and utilities sectors, providing sustainable solutions. -Specializes in creating custom home automation systems tailored to each client's needs. -The company is dedicated to making homes smarter, more efficient, and more secure. -Uses advanced technologies like AI and IoT to enhance user control and energy management. -Their smart home solutions have been implemented in numerous high-profile projects.

Sector Specialisms