Contact Center Director

Job Summary

To optimize operations and performance in a fast-paced, KPI-driven environment, the full-time remote Contact Center Director will manage the Jacuzzi Bath Remodel Contact Center, focusing on maximizing contact rates, conversion, and appointment-setting performance while fostering a positive team culture.

Key responsibilities

• Oversee contact center operations and improve core KPIs such as contact rate and conversion rate
• Recruit, train, and develop a high-performing leadership team and staff across the department
• Implement and refine automated contact strategies to enhance lead conversion from initial contact to sale

Required qualifications

• 10+ years of relevant experience, with a minimum of 5 years in a leadership role
• Proven track record of building and scaling contact centers and improving performance metrics
• Expertise in call center software and technology
• Strong analytical skills with the ability to evaluate and implement effective performance strategies
• Experience with both manual and predictive dialer outbound campaign management