Inside Sales & Call Center Director

Mattengas Goombas Pizzeria, LLC; Memphis (TN); On-site; USD 95,000 - 150,000; Full time

Benefits offered by this job

PTO

Health benefits

401(k) with employer match

Life Insurance

Short-Term Disability

Job summary

WinChoice is hiring a Call Center Director in Memphis to lead a dynamic inside sales team within a fast-growing home services company. The leader will drive appointment-setting, revenue impact, and strategic oversight of people, processes, and metrics to optimize call center operations and sales outcomes.

The role requires managing a 70-agent team, recruiting and mentoring staff, and owning KPIs such as cost per appointment, show rate, and conversion rates, using dashboards to monitor progress

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.

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.

Skills

People leadership

Coaching

Data analysis

KPIs and dashboards

Call center operations

Performance management

Education

Bachelor’s degree in business, management, or related field

Tools

CRM systems

Dialers

Lead management tools

Job description

WinChoice is hiring a Call Center Director in Memphis to lead a dynamic inside sales team within a fast-growing home services company. The leader will drive appointment-setting, revenue impact, and strategic oversight of people, processes, and metrics to optimize call center operations and sales outcomes.

The role requires managing a 70-agent team, recruiting and mentoring staff, and owning KPIs such as cost per appointment, show rate, and conversion rates, using dashboards to monitor progress