Job Description
We're at the forefront of transforming digital marketplaces, connecting consumers with brands in innovative ways. Our focus is on delivering high-quality lead generation and customer engagement in the home improvement industry, including solar installations, gutter installations, bathroom remodels, and HVAC replacements. If you're passionate about leading teams, driving performance, and enhancing customer experiences, we want you to join us!
What We're Looking For:
We're seeking a dynamic and experienced Contact Center Director who excels in managing outbound lead generation and customer support. You'll lead a talented team, drive revenue growth, and ensure compliance with communication laws. Your expertise in contact center technologies and commitment to delivering exceptional customer experiences will be key to your success in this role.
Key Responsibilities:
Customer-Centric Leadership: Champion a high-quality customer experience and develop strategies to enhance satisfaction and loyalty.
Revenue Growth: Create and execute strategies to boost revenue, meet or exceed targets, and improve performance metrics.
Team Management: Lead and inspire a team of contact center managers, support staff, and agents, providing coaching and development opportunities.
Technology Utilization: Optimize operations using contact center technologies like Five9 telephony, speech analytics, and SMS platforms.
Regulatory Compliance: Ensure adherence to communication laws, including TCPA and state-specific regulations, and stay updated on regulatory requirements.
Results-Oriented Culture: Set clear performance expectations, monitor metrics, and implement initiatives for continuous improvement.
Cross-Functional Collaboration: Work closely with engineering, marketing, account management, compliance, and media teams to align strategies and achieve business goals.
Industry Trends: Stay informed about industry trends and emerging technologies, and integrate new approaches to enhance operations.
Change Management: Lead and adapt to organizational changes, managing multiple projects with precision and attention to detail.
Qualifications:
Experience: Over 5 years of experience in contact center management, particularly in outbound lead generation and customer support/sales environments.
Industry Knowledge: Familiarity with the home improvement industry, lead generation processes, and compliance regulations, including TCPA and telephony/SMS compliance.
Tech Savvy: Proficiency with contact center technologies such as Five9 telephony and speech analytics.
Leadership Skills: Proven ability to motivate and develop high-performing teams.
Analytical Abilities: Strong analytical skills for interpreting data, identifying trends, and making data-driven decisions.
Communication: Excellent presentation and collaboration skills, with the ability to engage with a diverse team of stakeholders.
Motivation and Problem-Solving: Intrinsic drive, problem-solving skills, and strong organizational abilities.
Continuous Learner: Commitment to staying updated with industry trends and pursuing professional development.
Why Join Us?
Remote Flexibility: Enjoy the freedom to work from anywhere with occasional travel to different offices or events.
Competitive Compensation: Attractive salary range with opportunities for performance bonuses, commissions, and equity options.
Comprehensive Benefits: Health care, retirement plans, and paid time off.
Career Growth: Be part of a forward-thinking team dedicated to innovation and excellence.
If you're ready to lead a high-performing team and drive success in a dynamic environment, we'd love to hear from you! Apply today to take the next step in your career.
Employment Type: Full-Time
Salary: $ 49,000.00 Per Year
Job Tags
Full time,