Senior Director, Call Center

Overview

Lead and scale outbound call center operations to drive sales and performance.

Key Responsibilities

• kpi dashboards
• dialer optimization
• crm analytics
• process improvement
• compliance management
• change management

Tasks

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

Requirements

• business intelligence
• dialer software
• mba
• analytical
• leadership
• call center

What You Bring

-Strong background in business intelligence and reporting tools. -Proficiency in dialer management software (e.g., Five9, Nextiva, RingCentral). -Proven success managing large-scale outbound teams and hitting aggressive KPIs. -Strong analytical and problem-solving skills with experience in data-driven decision-making. -Experience in industries such as home improvement, healthcare, retail, or manufacturing. -Bachelor’s degree required; MBA or equivalent preferred. -Excellent communication and leadership skills with the ability to work cross-functionally. -8+ years of progressive experience in call center leadership, with at least 5 years in outbound/sales environments. -Ability to multitask and prioritize based on changing demands and deadlines.

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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