Director of Call Center Operations

Position Overview

The

Director of Call Center

will oversee the entire call center operation, managing a team of sales agents responsible for generating new business and driving sales over the phone. You’ll be responsible for setting strategic direction, optimizing processes, and ensuring the team consistently meets or exceeds lead generation and revenue goals. This role requires a blend of leadership, hands-on management, and operational excellence to deliver high performance in a fast-paced environment.

Key Responsibilities

Leadership & Team Management

Manage, lead, and motivate a team of call center agents focused on generating high-quality leads and driving new business for the company. Foster a culture of accountability, teamwork, and high performance.

Sales Strategy Development

Design and implement effective call center strategies for both inbound and outbound lead generation, ensuring the team is equipped to identify opportunities and drive conversions.

Performance Optimization

Monitor key performance indicators (KPIs) to track team performance, identifying opportunities for improvement and implementing actionable strategies to hit and exceed targets.

Coaching & Development

Provide ongoing training, coaching, and mentoring to call center agents, helping them refine their sales skills, improve their scripts, and maximize their lead conversion rates.

Process Improvement

Continuously evaluate and refine call center processes, technology, and workflows to maximize efficiency, enhance the customer experience, and drive revenue growth.

Collaboration with Sales and Marketing Teams

Work closely with the sales and marketing teams to ensure a seamless lead handoff process and alignment of strategies. Ensure that leads are properly nurtured and passed to the appropriate team for follow-up.

Customer Experience

Ensure that every call is an opportunity to provide value to the customer while promoting our services, building trust, and maintaining high standards of professionalism.

Reporting & Analytics

Regularly analyze and report on call center performance, lead quality, and revenue generation, providing insights to senior leadership on performance trends and improvement opportunities.

Budget Management

Oversee the call center budget, ensuring that resources are allocated effectively to meet team objectives while controlling costs.

Qualifications

• Proven experience managing a call center team, ideally in a sales-driven environment (preferably in construction, home services, or a similar industry).
• Strong leadership and team management skills, with a focus on performance coaching, mentoring, and motivating teams to meet and exceed goals.
• Experience with lead generation, sales funnels, and optimizing conversion rates in a call center setting.
• Data-driven approach with the ability to analyze performance metrics, identify trends, and implement improvements.
• Excellent communication and interpersonal skills, with the ability to work cross-functionally with other departments.
• Strong problem-solving and conflict-resolution skills, especially in high-pressure situations.
• Familiarity with call center software and CRM systems (Salesforce, Five9, etc.).
• Experience developing and implementing call scripts, sales training programs, and process optimizations.
• Ability to thrive in a fast-paced, high-volume environment, balancing short-term goals with long-term objectives.
• Why Join Us?

Make an Impact

Play a key role in driving the growth of the business by managing a high-performance call center team that generates new business.

Competitive Compensation

Competitive salary with performance-based incentives.

Career Growth

Opportunities for professional development and advancement as we continue to scale.

Dynamic Culture

Be part of a collaborative and entrepreneurial team that is committed to excellence.

Industry-Leading Company

• Join a company that’s an innovator in the construction and home remodeling space, offering high-quality products and services.
• If you’re a results-driven call center leader with a passion for generating business and leading teams to success, we want to hear from you!