Call Center Director

Call Center Director Bolingbrook, IL Job Details $150,000 - $175,000 a year 1 day ago Benefits Paid holidays Disability insurance Health insurance Dental insurance Vision insurance 401(k) matching Life insurance Qualifications Revenue growth Customer communication Maintaining an organized workspace Operations management Automation Staff scheduling Upselling Data reporting Sales training Improving operational efficiency Digital transformation Change management Team development Hiring Key Performance Indicators Salesforce Cloud Team management Sales coaching Performance Improvement (PI) Data entry Conversion optimization CRM system proficiency Productivity software Clean workspace maintenance Senior level Escalation handling Leadership Data-driven decision making Call center management Communication skills Staffing management Senior leadership Staff development Performance evaluation Full Job Description Call Center Director WeatherTech is seeking a well-qualified Call Center Director to build and scale a high-performing call center that enhances efficiency, accelerates revenue, and delivers a premium customer experience through innovative, technology-driven engagement across retail and wholesale channels. As a Call Center Director, you will Lead day-to-day performance of a 75-person call center to ensure smooth operations and adherence to company policies Hire, develop, and coach call center representatives, providing guidance on customer service, sales techniques, and problem resolution, establishing a performance-driven, accountable culture Drive and improve KPI performance (orders taken, conversion rate, AOV/pieces per order, attach rates, and call efficiency metrics) Develop and implement automation, reporting, and workflow improvements Implement scripts, training, and incentive programs Align with Sales & Marketing on promotions and campaigns Communicate with the sales team to update customers on all new valuable product information Conduct performance evaluations, provide feedback, and motivate staff to achieve individual, team, and company objectives Analyze call center metrics and prepare reports for senior management and help implement process improvements to enhance efficiency and service quality Create work schedules, manage staffing levels to ensure sufficient coverage to meet service level agreements Handle escalated customer complaints and complex service issues that representatives are unable to resolve Participate in continuous improvement efforts by making recommendations and implementing solutions as appropriate Attend new product training sessions as required Follow company safety rules and keep designated work area in a clean and orderly condition Perform other duties as assigned Qualifications A minimum of 8+ years of Customer Service management, Supervisory or Operations experience Experience leading teams of 50+ representatives Track record of improving efficiency and performance at scale Proven ability to drive transformation through technology Familiar with call center software and phone systems, specifically Salesforce and Genesys Strong grasp of conversion optimization, AOV growth, and upsell performance Builder mindset with a track record of thriving in transformational environments Data-driven, process-oriented operator focused on scalable results Proven leader in upgrading talent and driving organizational change Must possess professional and concise verbal and written communication skills as well as active listening skills to fully comprehend customer needs Strong interpersonal skills to effectively work with customers as well as other departments within the company Highly developed sense of integrity and commitment to customer satisfaction Proficiency with Microsoft Office and data search/entry Must be authorized to work in the United States Why you'll love working at WeatherTech WeatherTech is proud to offer employees a competitive salary and benefits package, opportunities for internal promotions and skill development, and a clean and safe workspace. Employees are offered an array of perks including: Outstanding BlueCross BlueShield of Illinois medical plans; as well as dental, vision, short and long term disability, and company-paid life insurance 401(k) with employer matching Paid vacation, holidays, and personal time