Contact Center Director

SNI Companies; Jacksonville (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

401(k) with employer matching

Paid time off and paid holidays

Life insurance

Short-term disability coverage

Employee assistance program

Health Savings Account options

Employee referral program

Job summary

SNI Companies is seeking an experienced Contact Center Director for a large, onsite operation in Jacksonville, FL. The role requires leading a high-volume team, driving conversion and sales performance, and creating SOPs to boost service quality.

The ideal candidate will coach managers and frontline staff, manage KPIs, and partner with cross-functional teams to achieve goals while delivering an exceptional customer experience.

Qualifications

• 5+ years of management experience in a high-volume contact center or similar environment.
• Experience overseeing a large operation ~85+ employees.
• Proven leadership in sales/lead conversion or enrollment.
• Coaching teams to improve conversion rates and performance.
• Experience managing through supervisors or tiered leadership.
• Strong background creating and improving SOPs, workflows, and quality processes.
• Experience using KPIs and productivity/quality metrics to drive results.
• Familiarity with CRM, contact center/reporting/workforce-management systems.
• Ability to work onsite in Jacksonville, FL, Monday–Friday.

Responsibilities

• Provide strategic leadership for a large, high-volume contact center operation.
• Lead, coach, and develop managers, supervisors, and frontline staff to improve performance.
• Drive conversion performance through coaching around consultative conversations and closing techniques.
• Set clear performance expectations linked to conversion rates, productivity, quality, and CX.
• Analyze KPIs to identify training and coaching opportunities.
• Develop and refine SOPs, workflows, and quality standards.
• Build a high-performance culture balancing growth with excellent service.
• Collaborate with leadership to align center performance with organizational goals.
• Support staffing, scheduling, and service-level management.
• Lead process improvements and organizational change initiatives.

Skills

Contact center leadership

Sales/conversion coaching

Performance management

Process improvement

SOPs & workflows

CRM knowledge

Team development

Strategic planning

Tools

CRM systems

Workforce management tools

Job description

Employment Type: Full-Time | Direct Hire

Work Arrangement: Fully Onsite | Monday–Friday

We are partnering with an established, growing professional services organization in Jacksonville, FL, to recruit an experienced Contact Center Director.

This is a senior leadership opportunity for a proven contact center professional who combines large-team leadership, sales and conversion coaching, performance management, and process improvement.

The ideal candidate knows how to develop high-performing teams, improve conversion rates, implement structure and accountability, and drive measurable business results while maintaining an exceptional customer experience.

This is not a traditional customer service or workforce-management-only position. We are seeking a leader who can build a sales-driven, service-focused culture within a high-volume inbound contact center environment.

Key Responsibilities

• Provide strategic leadership and oversight for a large, high-volume contact center operation.
• Lead, coach, and develop managers, supervisors, and frontline team members to improve individual and departmental performance.
• Drive conversion performance by developing effective coaching strategies around consultative conversations, relationship building, objection handling, follow-up, and closing techniques.
• Establish clear performance expectations and accountability measures tied to conversion rates, productivity, quality, and customer experience.
• Analyze KPIs and performance trends to identify opportunities for training, coaching, and continuous improvement.
• Develop, implement, and refine standard operating procedures (SOPs), workflows, quality standards, and performance-management processes.
• Build and maintain a high-performance culture that balances business growth with excellent service.
• Partner with internal leadership and cross-functional teams to align contact center performance with organizational goals.
• Support workforce planning, staffing, scheduling, and service-level management.
• Lead process improvements, organizational change initiatives, and operational enhancements.

Qualifications

• 5+ years of management experience in a high-volume call center, contact center, customer service, inside sales, intake, or similar environment.
• Experience overseeing a large contact center operation of approximately 85+ employees or comparable organizational complexity.
• Proven leadership experience in an environment with a significant sales, lead conversion, enrollment, or customer acquisition component.
• Demonstrated success coaching and developing teams to improve conversion rates and measurable performance results.
• Experience managing through supervisors, managers, or other team leaders.
• Strong background developing, implementing, and improving SOPs, workflows, policies, and quality processes.
• Experience using KPIs, conversion metrics, productivity reporting, and quality measurements to drive performance.
• Familiarity with CRM, contact center, reporting, and workforce-management systems.
• Strong leadership, communication, coaching, and change-management skills.
• Ability to work fully onsite in Jacksonville, FL, Monday through Friday, with flexibility based on business needs.

What Makes Someone Successful in This Role?

We are especially interested in leaders who can demonstrate success in:

• Improving conversion rates through hands-on coaching and leadership.
• Leading large, high-volume inbound contact center teams.
• Developing managers and frontline employees into stronger performers.
• Implementing new processes, SOPs, and accountability structures.
• Using performance data to identify coaching opportunities and drive measurable improvements.
• Building a culture where excellent service and strong sales results go hand in hand.

Industry background is flexible. Experience within legal services, healthcare, insurance, financial services, consumer services, or other lead-driven environments may translate well.

The most important qualifications are demonstrated contact center leadership, sales/conversion coaching experience, and the ability to implement processes that drive stronger results.

Our client offers a comprehensive benefits package for eligible employees, including:

• Medical, dental, and vision insurance
• 401(k) with employer matching
• Paid time off and paid holidays
• Life insurance
• Short-term disability coverage
• Employee assistance program
• Health Savings Account options
• Employee referral program