Job Description
Are you a passionate leader with a knack for optimizing contact center operations? We're seeking a dynamic Contact Center Director to take charge of our contact center, focusing on outbound lead generation and connecting homeowners with top professionals in the home improvement industry. If you're ready to make a significant impact while working remotely, this is the perfect opportunity for you!
What You'll Do:
Champion Customer Experience: Lead a customer-focused approach to enhance satisfaction and loyalty. Develop and implement strategies to ensure top-notch experiences for every client.
Drive Revenue Growth: Create and execute plans to exceed revenue targets, continuously improving performance metrics and driving overall success.
Lead and Inspire: Manage a diverse team of contact center managers, support staff, and agents. Provide strong leadership, coaching, and opportunities for professional growth.
Optimize Operations: Utilize contact center technologies like Five9 telephony, speech analytics, and SMS platforms to streamline operations and boost performance.
Ensure Compliance: Stay on top of communication laws, including TCPA and state-specific regulations, ensuring your team adheres to all necessary guidelines.
Foster Collaboration: Work closely with cross-functional teams, including engineering, marketing, account management, and compliance, to align efforts and achieve business goals.
Embrace Innovation: Keep up with industry trends and emerging technologies. Introduce new practices to keep our operations at the cutting edge.
Manage Change: Lead change management initiatives and adapt to organizational changes with a positive, proactive approach.
Handle Projects with Precision: Oversee multiple projects simultaneously, maintaining high standards of quality and attention to detail.
What We're Looking For:
Experience: 5+ years in contact center management, especially in outbound lead generation and customer support/sales environments.
Industry Knowledge: Familiarity with home improvement industry practices, lead generation processes, and compliance regulations (TCPA, state-specific telephony, and SMS).
Tech Savvy: Experience with contact center technologies like Five9 telephony, speech analytics, and SMS platforms.
Leadership Skills: Proven ability to lead, motivate, and develop high-performing teams.
Analytical Ability: Strong skills in data interpretation, trend analysis, and data-driven decision-making.
Communication Skills: Excellent presentation and collaboration skills with the ability to communicate effectively across diverse teams.
Motivation and Problem-Solving: Self-driven with strong organizational skills and a knack for solving problems creatively.
Continuous Learning: A commitment to staying updated with industry trends and seeking opportunities for professional growth.
Why This Role Is Great:
Remote Flexibility: Enjoy the freedom of working from home with occasional travel to various offices or events.
Competitive Compensation: A salary range of $49,000 to $100,000 annually, with potential for performance bonuses or commissions and equity in the form of restricted stock units.
Comprehensive Benefits: Includes healthcare, retirement plans, and generous paid time off.
If you're ready to lead a thriving contact center and make a real difference while working remotely, we'd love to hear from you. Apply now and take the next step in your career!
Employment Type: Full-Time
Salary: $ 49,000.00 Per Year
Job Tags
Full time, Work from home,