Call Center Director

Our contact center serves as the front line of client acquisition and revenue generation within a high-volume inbound setting, directly impacting conversion, quality, and operational efficiency. We are seeking a Director of Contact Center Operations to lead a multi-layer team, bringing structure, accountability, and disciplined execution to drive measurable performance improvements across staffing, coaching, and revenue-focused KPIs.

Responsibilities

• Oversee the functionality and efficiency of our phone systems.
• Ensure seamless connectivity between call center systems and CRM to facilitate accurate and timely data transfer.
• Create and maintain dashboards to monitor call center performance, providing actionable insights to help team members improve their efficiency and effectiveness.
• Identify and resolve technical issues swiftly.
• Foster a culture of continuous improvement, making everyone better at their jobs by ensuring our systems are seamless and efficient.
• Integrate emerging technologies, such as Generative AI, into our systems to enhance effectiveness and drive innovation.
• Analyze call center metrics to identify trends, areas for improvement, and opportunities for optimization.
• Implement strategies to enhance lead conversion rates, ensuring a smooth transition from inquiry to client onboarding.

Qualifications

• 7+ years proven experience managing call center technology and CRM systems.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• Excellent leadership and team management abilities.
• Proficiency with performance monitoring tools and software.
• Exceptional problem-solving skills and a proactive approach.
• Curiosity and tenacity in exploring new technologies and solutions.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Familiarity with data visualization tools such as Tableau or Power BI.
• Knowledge of call center best practices and industry standards.