Call Center Leadership Position
3 weeks ago
Job Title: Director of Call Center Operations
">About DaBella:
We are a values-focused company that works for people who want to help others create value. We do it differently than most, with our core values: Lead, Care, and Grow.
Job Summary:
We are seeking a highly motivated and experienced leader to oversee our call center operations in Austin, Texas. The ideal candidate will have a proven track record of success in driving performance, achieving targets, and managing high-performing teams.
About the Role:
- The Director of Call Center Operations will be responsible for leading and shaping the direction of our call center operations, driving performance in lead generation, and connecting customers with home improvement solutions.
- This is an on-site position in Austin, Texas, requiring strong leadership, strategic planning, and decision-making skills to inspire and motivate teams to achieve results and exceed performance targets.
- The role involves developing and implementing strategic initiatives to optimize outbound call center performance, analyzing data to identify trends and areas for improvement, and making data-driven decisions to improve performance and mitigate risks.
- Additionally, the Director will partner with senior management to establish goals, targets, and key performance indicators (KPIs) in alignment with organizational objectives.
Responsibilities:
- Develop and implement strategic initiatives to optimize outbound call center performance and maximize lead generation opportunities.
- Lead and oversee all aspects of call center operations, including strategy development, process improvement, and performance management.
- Analyze data, metrics, and trends to identify areas for improvement, develop actionable insights, and implement strategies to enhance lead generation efficiency and effectiveness.
- Foster a culture of continuous improvement, innovation, and accountability within the call center team.
- Stay updated on relevant regulations, laws, and compliance requirements governing telemarketing practices and ensure the call center team is trained and compliant.
- Prepare and present regular reports, performance updates, and strategic recommendations to senior management and stakeholders.
Candidate Qualifications:
- Bachelor's degree in business administration, marketing, or a related field.
- Proven experience in call center operations, lead generation, debt collection center management, or financial services management, with a minimum of 5 years in a senior leadership role.
- Strong leadership, strategic planning, and decision-making skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
- Experience in implementing and leveraging call center management software, CRM systems, and other relevant tools to streamline operations and improve efficiency.
- Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
- Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
Compensation Details:
DaBella offers competitive compensation packages, including a salary range of $85,000 - $110,000 per year, based on experience, as well as benefits such as health insurance, retirement plan, and paid time off.
Physical Requirements:
This job operates in a professional office environment, requiring sedentary work and occasional movement about the office.
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