Director of Sales & Customer Service (Call Center)
Hirewell, New York, NY, United States
Director of Sales & Customer Service (Call Center)
This role is fully onsite in Saratoga Springs, NY. Relocation assistance will be provided.
Position Overview
We are looking to hire a Call Center Director to lead our organization through a period of rapid and sustained growth. This individual will manage a contact center operation that serves as the backbone for a geographically dispersed collection of sites located throughout the country. The call center engages with existing customers to address operational issues and also works to generate sales to new customers by leveraging both inbound inquiries and making outbound calls.
- Work in person, onsite in our downtown Saratoga Springs, NY location with over 40+ call center teammates
- Partner with key stakeholders to develop and implement our contact center strategy and objectives
- Lead day-to-day contact center operations to achieve customer care and sales goals
- Leverage analytics and facts to make staffing decisions and drive new initiatives
- Create and implement new solutions to engage with customers in a way that provides a positive customer experience and drives top‑line sales growth
- Lead a team of geographically distributed professionals
- Oversee and train supervisors to ensure that all front‑line personnel have required training and resources to meet customer needs and expectations
- Monitor systems reports and dashboards for case management impact; proactively make adjustments as necessary
- Drive additional initiatives that leverage our contact center as an engine for growth
- Ensure the efficient running of support systems to maintain and enhance contact center operations
Qualifications
- Bachelor’s degree in business, finance or a related field
- 10+ years of job‑related experience managing call center/contact center operations, with ideally 4 years of multi‑site responsibility
- Strong analytical skills and a love of metrics
- Familiarity with best‑in‑class call center management principles, metrics, and practices
- Experience partnering with business stakeholders across geographies and functions to improve support
- Advanced problem‑solving skills to address complex and multi‑faced business problems; strong quantitative orientation
- Familiarity with cloud‑based Contact Center systems and solutions
- Excellent organizational skills and ability to manage multiple projects in a fast‑paced environment
- Outstanding verbal and written communication skills
- A desire to be part of a high‑growth, transformational company that is manically focused on providing a great customer experience to enable growth
- Generous benefits package including medical, dental, vision, life insurance, short‑term and long‑term disability
- Paid vacation time, sick time, and holidays
Equal Opportunity Statement
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, disability, or any other federal, state, or local protected class.
Benefits
- Medical insurance
- Vision insurance
- 401(k)
- Paid vacation time
- Sick time
- Holidays