Director, Call Center

Landover, MD - USA

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

Director of Call Center

The Director of Call Center is responsible for leading and scaling outbound contact center operations with a focus on sales performance lead conversion and customer engagement. This role requires a strategic data-driven leader with experience managing high-volume outbound teams optimizing campaign performance and driving operational excellence.

The Director will oversee the call centers inside sales confirmation and dispatch teams to maximize performance through effective coaching process improvement and data-driven decision-making. This role partners closely with the executive team to ensure alignment with the companys vision mission and strategic goals and reports directly to the SVP of Call Center Operations.

What Youll Do

Develop and execute outbound dialing strategies to meet revenue contact and conversion targets.
Align outbound initiatives with company objectives in partnership with senior leadership.
Oversee daily operations of outbound teams ensuring strong speed-to-lead appointment quality and lead performance.
Foster a performance-based culture through clear KPIs dashboards and ongoing coaching for managers and supervisors.
Monitor and optimize dialer technology and CRM analytics to drive productivity and maintain data integrity.
Ensure compliance with all regulatory requirements (TCPA DNC).
Partner cross-functionally with Sales Marketing and Technology to enhance scripting lead routing and campaign segmentation.
Identify and implement process and technology improvements to increase efficiency and reduce costs.
Collaborate with Sales leadership to improve rep scheduling and drive product demonstrations.
Recruit develop and mentor high-performing leaders; promote engagement and retention across teams.
Maintain an active presence on the sales floor and lead weekly meetings to review performance and drive accountability.
Champion change management and cultivate buy-in for new strategies and tools.

What Youll Bring

Bachelors degree required; MBA or equivalent preferred.
8 years of progressive call center leadership experience including 5 years in outbound/sales environments.
Strong analytical and problem-solving skills with proven success driving KPI achievement.
Hands-on experience managing large outbound teams and improving operational efficiency.
Proficiency with dialer management systems (e.g. Five9 Nextiva RingCentral).
Excellent communication and leadership skills; adept at working cross-functionally.
Experience in industries such as home improvement healthcare retail or manufacturing.
Strong background in business intelligence and reporting tools.
Ability to manage multiple priorities in a fast-paced dynamic environment.

About Us:

Renuity is a national leader in the direct-to-consumer home improvement industry dedicated to transforming spaces and enhancing lives. As one of the fastest-growing providers in the country we operate under the Renuity brand and through a network of trusted regional companiesincluding Mad City Windows & Baths Pacific Bath FHIA Remodeling Statewide Remodeling MaxHome Rite Window and Closet America.

Backed by private equity and fueled by an ambitious growth strategy Renuity has expanded rapidly through strategic acquisitions. Today were focused on unifying our brands streamlining operations and delivering exceptional service to homeowners nationwide. Weve already helped hundreds of thousands of customers upgrade their homes with quality products and expert installationat competitive prices.

At Renuity youll join a dynamic fast-paced and collaborative team where your work directly contributes to the companys success. Our people work closely with executive leadership embrace innovation and drive real impact. Whether youre in the field or at HQ youll be part of shaping the future of home improvementand building a career you can be proud of.

To learn more visit .

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Required Experience:

Director

Director of Call CenterThe Director of Call Center is responsible for leading and scaling outbound contact center operations with a focus on sales performance lead conversion and customer engagement. This role requires a strategic data-driven leader with experience managing high-volume outbound team...