Director of Sales & Customer Service (Call Center)

Hirewell; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Paid vacation time

Sick time

Holidays

Job summary

A growing organization is looking for a Director of Sales & Customer Service to lead their call center operations based in Saratoga Springs, NY. This role involves overseeing a team while driving sales growth and enhancing customer experience. The ideal candidate will have over 10 years of experience in call center management, strong analytical skills, and excellent communication abilities. A comprehensive benefits package is offered, including medical, paid vacation, and retirement plans.

Qualifications

• 10+ years of experience managing call center operations, with 4 years in multi-site responsibility.
• Strong analytical and quantitative skills with a focus on metrics.
• Excellent verbal and written communication skills.

Responsibilities

• Lead the call center operation to achieve customer care and sales goals.
• Develop and implement contact center strategy and objectives.
• Create solutions to engage customers and enhance the customer experience.

Skills

Analytical skills

Organizational skills

Communication skills

Problem-solving skills

Familiarity with cloud-based systems

Education

Bachelor’s degree in business, finance or a related field

Job description

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