Director - Call Center

Job description

Revenue Alignment & Field Handoff ● Establish the call center as a commercial function with clear accountability for meetings booked and lead-to-job conversion ● Ensure high-quality handoffs to BDMs, Project Directors, and field teams, with clean data and closed-loop follow-through ● Build follow-up processes for unconverted inquiries, and drive measurable improvements in inbound conversion Transformation Leadership, BPO & National Account SLAs ● Own and lead the near-term transformation plan, establishing the foundational processes, standards, and tools to scale the function ● Evaluate, onboard, and manage outsourced call center partners, ensuring consistent quality, scripting, and SLA performance ● Manage carrier and national account SLA requirements, including routing, reporting, and escalation protocols ● Set the standard for first-touch customer experience, ensuring consistency, professionalism, and urgency in every interaction Education and Experience: ● 7--10+ years of experience in call center, inside sales, or customer operations leadership ● Experience leading scaled teams in home services, restoration, construction, or similar industries preferred ● Proven experience man...