Director of Sales and Customer Service (Call Center)

Position Overview

We are looking to hire a Call Center Director to lead our organization through a period of rapid and sustained growth. This individual will manage a contact center operation that serves as the backbone for a geographically dispersed collection of sites located throughout the country.

Responsibilities

• Work onsite and in person at our downtown Saratoga Springs, NY location, collaborating with over 40+ call center teammates in a fast-paced, customer- and sales-focused environment
• Partner with key stakeholders to develop and execute strategic contact center initiatives that align with customer service and revenue generation objectives
• Lead the day-to-day operations of the contact center to consistently meet and exceed customer satisfaction metrics and sales performance goals
• Use data-driven insights and analytics to make informed staffing decisions, optimize workflows, and identify growth opportunities
• Design and implement innovative customer engagement solutions that enhance overall customer experience while directly contributing to top-line sales growth
• Lead and inspire a geographically distributed team, ensuring alignment with organizational goals for both service delivery and sales performance
• Train and oversee supervisors to ensure all front-line agents are equipped with the tools, knowledge, and sales training needed to deliver exceptional service and drive conversions
• Monitor system dashboards and case management reports to assess performance impact; proactively implement changes to improve efficiency and revenue outcomes
• Champion initiatives that position the contact center as a key revenue driver and customer experience leader within the organization
• Ensure support systems operate efficiently and are continuously improved to support seamless customer service and maximize sales opportunities

Qualifications

• Bachelor’s degree in business, finance or a related field
• 10+ years of job-related experience managing call center/contact center operations, with ideally 4 years of multi-site responsibility
• Strong analytical skills and a love of metrics
• Familiarity with best-in-class call center management principles, metrics and practices
• Dynamic, results-driven leadership
• Experience partnering with business stakeholders across geographies and functions to improve support
• Advanced problem-solving skills to address complex and multi-faceted business problems; strong quantitative orientation
• Familiarity with cloud-based Contact Center systems and solutions
• Excellent organizational skills and ability to manage multiple projects in a fast-paced environment
• Outstanding verbal and written communication skills
• A desire to be part of a high-growth, transformational company that is manically focused on providing a great customer experience to enable growth