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Contact Center Director

2 months ago

Foster City, California, United States QuinStreet Full time
Job Title: Contact Center Director

We are seeking a highly experienced and results-driven Contact Center Director to lead our contact center operations. As a key member of our team, you will be responsible for driving revenue growth, implementing growth strategies, and ensuring compliance with communication laws.

Key Responsibilities:
  • Lead a customer-centric approach, prioritizing high-quality customer experiences and developing strategies to improve customer satisfaction and loyalty.
  • Develop and execute strategies to drive revenue growth, meet or exceed targets, and continuously improve performance metrics.
  • Manage a team of contact center management, support staff, and agents, providing strong leadership, coaching, and professional development opportunities.
  • Leverage contact center technologies, such as Five9 telephony, speech analytics, and SMS platforms, to optimize operations and enhance performance.
  • Ensure compliance with communication laws, including TCPA and state-specific regulations, and maintain a deep understanding of regulatory requirements.
  • Drive a results-oriented culture, setting clear expectations, monitoring performance metrics, and implementing initiatives to drive continuous improvement.
  • Collaborate effectively with cross-functional teams, including engineering, marketing, account management, compliance, and media, to foster strong communication and alignment to achieve business objectives.
Requirements:
  • Bachelor's degree in Business Administration, Marketing, or a related field (preferred but not required).
  • Proven experience (5 years+) in contact center management, preferably in outbound lead generation and customer support/sales environments.
  • Strong knowledge of home improvement industry practices, lead generation processes, and compliance regulations, including TCPA and state-specific telephony and SMS compliance.
  • Excellent leadership and team management skills, with the ability to motivate and develop high-performing teams.
  • Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
  • Strong presentation and collaboration skills; ability to communicate at a high level across a diverse team of stakeholders.

QuinStreet is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity or any other characteristics protected by law.