Call Center Director - DTC Home Services Job at Confidential Home Services Company, Nashville, TN

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  • Confidential Home Services Company
  • Nashville, TN

Job Description

Opportunity

As the Call Center Director, you will play a crucial role in shaping the company's future. This position involves a strategic partnership with the executive leadership team to drive the company’s growth and achieve financial objectives. Your expertise in managing call center operations and scaling a multi-site business will be vital in optimizing the conversion of qualified leads into sales appointments.

Key Responsibilities

  • Oversee both internal and outsourced/ external call center operations, ensuring they operate with high efficiency and effectiveness
  • Improve and enhance KPIs, mentor the call center team, and hold them accountable for the front end of the one-call-close process
  • Attract, hire, and train call center team members
  • Manage the CRM and other call tools
  • Oversee in-home scheduling efforts
  • Provide regular reports to the executive leadership team and Board on the performance of marketing and lead generation initiatives
  • Manage budget for departments
  • Manage dialers, dialing cadence as well as compliance with any regulatory agency

Qualifications

  • Bachelor’s degree
  • Proven experience in managing call center operations
  • Solid background in lead generation/conversion in a Direct-to-Consumer (D2C) in-home sales setting
  • Willingness to be onsite in Nashville (relocation assistance available)
  • Logic and results driven with a goal-oriented mindset
  • Preferred experience in an acquisitive environment
  • Preferred familiarity with the roofing/window/exterior siding industry
  • Preferred proficiency in Lead Perfection/Salesforce CRM

Compensation & Benefits

  • Base + Bonus
  • 401K with company match
  • Medical/Dental/Vision/STD and LTD Insurance

Job Tags

Relocation package,

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