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Director of Customer Service & Sales
Job in
Oklahoma City, Oklahoma County, Oklahoma, 73116, USA
Listed on 2026-03-12
Listing for:
Addison Group
Full Time
position Listed on 2026-03-12
Job specializations:
-
Management
Operations Manager, Business Management
Job Description & How to Apply Below
A company in Oklahoma City is seeking a strategic, results-driven Director of Customer Service & Sales to lead and optimize their call center operations. This leader will be responsible for driving revenue growth while delivering exceptional customer experiences. The ideal candidate combines operational excellence, sales leadership, and a passion for developing high-performing teams.
This role oversees inbound and outbound call center functions, sales performance, customer satisfaction, and operational efficiency.
Responsibilities- Develop and execute customer service and sales strategies aligned with company objectives
- Establish and monitor KPIs including revenue, conversion rates, CSAT, NPS, AHT, FCR, and retention
- Drive a customer‑first culture that balances service excellence with revenue growth
- Lead continuous improvement initiatives across operations
- Set sales targets and oversee commission/incentive structures
- Monitor conversion rates, upsell/cross‑sell performance, and revenue per call
- Optimize call scripts, objection handling, and sales processes
- Partner with Marketing to support campaigns and lead generation initiatives
- Forecast revenue and track pipeline performance
- Ensure high‑quality customer interactions and service delivery
- Develop escalation and service recovery protocols
- Monitor complaint trends and implement corrective actions
- Improve first‑call resolution and overall customer satisfaction
- Manage daily inbound, outbound, or blended call center operations
- Oversee workforce planning, scheduling, and service levels
- Monitor key metrics such as AHT, abandonment rates, and productivity
- Ensure compliance with company policies and industry regulations
- Identify and implement process improvements and automation
- Lead, mentor, and develop managers and supervisors
- Conduct performance reviews and implement coaching programs
- Drive employee engagement and retention initiatives
- Build succession plans and leadership development pathways
- Bachelor’s degree in Business, Marketing, or related field (MBA preferred)
- 7–10+ years of progressive leadership experience in call center operations
- Proven track record of driving sales growth and improving customer satisfaction
- Strong knowledge of call center KPIs and workforce management
- Experience managing multi‑level teams in a fast‑paced environment
- Excellent analytical, communication, and leadership skills
- Experience with CRM and contact center technologies
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