Call Center Director

4 weeks ago


Portland, United States BRIX Recruiting Partners Full time
Job DescriptionJob Description

Company Overview:

  • This is an exterior remodeling company servicing the Northwest

What is Being Offered:

  • Flexible compensation, base + bonus
  • Full benefits
  • PTO & 401K with match
  • Relocation assistance


What The Position is About:

  • Oversee the call center staff including the call center manager, supervisors, and agents
  • Create and manage department KPIs and metrics, and develop the service and sales practices that are required to meet company standards
  • Forecast department staffing needs and manage staffing levels, with a strong focus on developing and retaining talent
  • Monitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvements
  • Identify and implement strategies opportunities to optimize efficiency, productivity, and sales
  • Develop and manage relationships with external business partners
  • Develop and manage the department budget
  • Analyze P&L statements


The Right Candidate Will Have:

  • 5+ years of high-level call center experience within the home improvement industry
  • Experience managing a team of 12+ people
  • Prior training experience
  • The ability to hold others accountable while fostering a collaborative and supportive environment


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