Call Center Director
Call Center Director
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Job Description
Renuity is seeking a skilled and experienced Call Center Director to join the team here in Dallas! The Call Center Director role is responsible for leading and scaling outbound contact center activities with a primary focus on sales performance lead conversion and customer engagement.
This role requires a strategic datadriven leader with proven experience managing highvolume outbound teams optimizing campaign performance and driving operational excellence across multiple teams. The Director will be responsible for executing and leading the call centers inside sales team confirmation team and dispatch teams to achieve maximum performance and efficiency by implementing coaching and improving overall performance.
This role focuses on implementing executing and improving call strategies implementing best practices and utilizing datadriven insights to enhance overall agent success and effectiveness. The role will report directly into the SVP of Call Center Operations.
What Youll Do:
Strategic Leadership:
Develop and execute outbound dialing strategies to achieve revenue contact rate and conversion targets
Collaborate with executive leadership to align outbound strategy with broader organizational goals
Lead initiatives to improve speedtolead net issued lead performance and appointment quality
Performance Management:
Drive accountability and a performancebased culture across all outbound teams including dispatchers.
Provide regular coaching for frontline managers and supervisors to improve team execution.
Establish KPIs and performance dashboards to track agent productivity contact rates and close rates.
Lead all call center strategies and initiatives for all departments and be prepared to implement operational changes intraday
Operational Oversight:
Oversee daily operations of outbound teams including setters confirmers and dispatchers
Monitor and optimize dialer technology performance (e.g. Five9 or equivalent)
Ensure compliance with regulatory requirements (e.g. TCPA DNC)
Implement new tools and technologies to enhance productivity and efficiency
Adapt to change and foster an environment that creates buyin around new initiatives
Process and Technology:
Partner with Sales Marketing and Technology teams to optimize scripting lead routing and campaign segmentation
Identify and implement process improvements to increase efficiency and reduce call center costs
Work closely with the sales team to improve rep scheduling to increase product demonstrations
Leverage CRM and dialer analytics to ensure data integrity and lead maximization
Team Development:
Build and maintain a highperforming leadership bench through hiring coaching and development
Foster a collaborative and motivational culture that drives agent engagement and retention
Lead leadership weekly meetings training sessions and work closely with other members of the Sr. Leadership Team to speak to performance metrics
What Youll Bring
Bachelors degree required; MBA or equivalent preferred
8 years of progressive experience in call center leadership with at least 5 years in outbound/sales environments
Strong analytical and problemsolving skills with experience in datadriven decisionmaking
Proven success managing largescale outbound teams and hitting aggressive KPIs
Proficiency in dialer management software (e.g. Five9 Nextiva RingCentral)
Excellent communication and leadership skills with the ability to work crossfunctionally
Experience in industries such as home improvement healthcare retail or manufacturing
Strong background in business intelligence and reporting tools
Ability to multitask and prioritize based on changing demands and deadlines
What We Oer:
Full benets package including health vision dental and 401k match up to 6%
PTO and holidays
Career Advancement
Benefits:
Insurance: Medical insurance (PPO plans) vision insurance dental insurance voluntary life insurance and disability insurance (STD LTD) Accident Insurance Critical Illness Insurance Hospital Indemnity Insurance. Healthcare Flex Spending Account Dependent Care Flex Spending Account
Paid Holidays & Retirement Plans: 401k Matching
Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team you have a disability under the Americans with Disabilities Act or similar law and you need an accommodation during the application process or to perform these job requirements or if you need a religious accommodation please contact
If you have a question regarding your application please contact
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Required Experience:
Director
Employment Type
Full-Time
