Call Center Director

About The Job:

We are seeking a dynamic and experienced Outbound Call Center Director to lead our inside sales team. The Outbound Call Center Director will be responsible for managing all aspects of the Call Center operations, including staff supervision, training, performance monitoring, and process improvement. The ideal candidate will have a proven track record in developing and implementing Call Center Center strategies to enhance customer satisfaction and achieve business goals.

Call Center Management experience within the home improvement industry is required to be considered for the role.

The office is in Voorhees, NJ 08043 - this is not a remote position.

What You Can Expect to Do:

• Develop and implement strategies to improve Call Center performance and achieve key performance indicators (KPIs)
• Manage Call Center staff, including hiring, training, coaching, and performance evaluation
• Monitor Call Center operations to ensure efficiency, quality, and compliance with company policies and procedures
• Review contact center data and reports to identify trends, issues, and opportunities for improvement
• Collaborate with other departments to address customer inquiries, complaints, and escalations in a timely and effective manner
• Develop and maintain contact center metrics to track team performance and drive continuous improvement
• Stay updated on industry best practices and technology to enhance Call Center operations
• Understand and comply with local, state, and federal call center regulations
• Scale / Grow call center operations including establishing organizational charts and identifying, promoting, training and managing leaders

What Your Background Looks Like:

• Proven experience in contact center management, with at least 5 years in a leadership role in the home improvement industry
• Strong leadership, communication, and interpersonal skills
• Proficiency in contact center software and reporting tools
• Ability to analyze data, solve problems, and make sound decisions
• Demonstrated ability to lead and motivate a team in a fast-paced environment
• Excellent sales skills and a passion for delivering exceptional service

Work Environment and Physical Requirements:

This job operates in a professional climate-controlled office environment. Travel up to 75 percent of the time may be required. While performing the duties of this job, the employee is regularly required to communicate and converse with employees in the English language. The employee must be able to remain in a stationary position 25 percent of the time and occasionally move about inside the office to access filing cabinets and machinery, etc. The employee must be able to operate a computer constantly and other office machinery.

About Us:

Dream Home is a locally owned and operated business in a dynamic and fast-paced environment. When you become a part of the Dream Team, we give you the tools to build upon existing leadership skills, meet amazing people, and join a company with whom you can grow.

Dream Home offers a comprehensive benefits package including 401(k) and an awesome work environment. We are committed to helping our employees grow and achieve at the highest levels.

Dream Home is an Equal Opportunity Employer.

#dhr

Job Type: Full-time

Pay: $90,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Google Suite: 1 year (Required)
• Home Improvement Sales: 2 years (Required)
• Call Center Management: 5 years (Required)

Ability to Commute:

• Voorhees, NJ 08043 (Required)

Work Location: In person