Job Overview The Call Center Director will lead a dynamic inside sales team within a fast-growing home services company, driving appointment-setting performance that directly impacts revenue. This leadership role requires strategic oversight of people, processes, and metrics to optimize call center operations and sales outcomes. Key Responsibilities Manage and develop a team of 70 call center agents, team leads, and supervisors to ensure high performance and continuous growth Recruit, onboard, and mentor staff to build a strong leadership pipeline and maintain a motivated, skilled workforce Establish and enforce performance expectations, conducting regular coaching and call reviews to improve agent skills and close performance gaps Own and analyze key performance indicators such as cost per appointment, show rate, and conversion rates, using dashboards and reports to monitor progress Identify root causes of performance issues through data analysis and implement corrective action plans to meet targets Develop and refine call scripts, objection handling, and appointment-setting processes to enhance efficiency and compliance Oversee scheduling, staffing, and quality assurance processes to ensure service-level goals are met during peak periods Required Qualifications Minimum of 3 years experience managing a call center or inside sales team with at least 50 representatives Proven track record of improving sales conversion and customer retention metrics Strong proficiency in data analysis, performance dashboards, and reporting tools Experience working in fast-paced, systems-driven, results-oriented environments Excellent leadership, coaching, and influence skills with the ability to motivate teams Knowledge of call center operations, KPIs, and process optimization Preferred Qualifications Experience in home services, solar, roofing, or similar direct-to-consumer trades Background in managing P&L and controlling labor and operational costs Familiarity with CRM systems, dialers, and lead management tools Bachelor's degree in business, management, or related field Application Process Upload resume or apply without one AI-powered application review Email confirmation required Potential AI interview invitation

Pay:

$100,000.00 - $130,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person