Director - Contact Center Operations
3 weeks ago
This is an ON-SITE position in Austin, Texas
About Us:
At DaBella, we are striving to transform the home improvement industry by delivering high-quality home improvement solutions and caring for our customers. Our call centers are the heart of our success, connecting potential customers with the services necessary to care for their homes. We’re seeking a dynamic leader with proven leadership ability in a call center environment to oversee our inbound and outbound lead generation efforts and ensure the teammates in the Call Center perform at the highest levels to propel companies growth and expansion efforts. If you are a results-driven leader with a proven track record of success in call center/contact center management, strategic planning, and team development, we invite you to apply and be part of our growing organization.As the Call Center Director, you will lead and shape the direction of our call center operations across three call centers nationwide, driving performance in lead generation, and connecting our customers with home improvement solutions.POSITION RESPONSIBILITIESKey Responsibilities:- Develop and implement strategic initiatives to optimize outbound call center performance and maximize lead generation opportunities
- Lead and oversee all aspects of the call center operations, including strategy development, process improvement, and performance management.
- Partner with the CMO to establish goals, targets, and key performance indicators (KPIs) in alignment with organizational objectives and ensure team members are equipped to meet or exceed these goals.
- Provide leadership, direction, and guidance to the team, including managers, supervisors, and agents, to ensure adherence to policies, procedures, and best practices.
- 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, encouraging creativity, initiative, and professional development.
- Develop and maintain relationships with external partners, vendors, and industry contacts to stay abreast of industry trends, best practices, and emerging technologies in collections management.
- Prepare and present regular reports, performance updates, and strategic recommendations to senior management and stakeholders, highlighting achievements, challenges, and opportunities.
- Stay updated on relevant regulations, laws, and compliance requirements governing telemarketing practices, and ensure the call center team is trained and compliant.
- Bachelor's degree in business administration, marketing, or a related field; bachelor's degree or relevant certifications preferred.
- 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. Indirectly oversee ~200 employees in our call centers and directly oversee up to 4 Call Center Managers.
- Proven track record of success in driving performance, achieving targets, and managing a high-performing collections team.
- Thorough understanding of telemarketing laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
- 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.
- Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.
- Experience in implementing and leveraging call center management software, CRM systems, and other relevant tools to streamline operations and improve efficiency.
- Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.
- Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
- High level of integrity, professionalism, and ethical conduct in dealing with sensitive customer information and financial matters.
Benefits:● Employees and their families are eligible to enroll in:● Medical, Dental, and Vision● Health Savings Account (HSA)● Company Sponsored Life Insurance● Supplemental Life Insurance● Long-term and short-term disability● Accident protection● Employee assistance program - access to counseling services and other tools to improve work/family/life balance● Pet Insurance for your furry family member● 401k plan● Additional Insurance Programs include:○ UHC Rewards○ Rally Health○ One Pass Select (gym membership subscription)Additional Perks:● VPTO (Volunteer paid time off) year-round incentives to give back to your local community● Personal/Professional Development - we provide books, courses, and opportunities to attend leadership conferences● Relocation opportunities to other branches across the nationEach DaBella Employee receives:● 80 hours of Paid Time Off annually with incremental increases● 6 paid holidays during a calendar year effective day one of employment DaBella is a values-focused company that works for people who want to work to help others create value. The kind of company people want to work with and work for. We do it differently than most. Change is constant, but our values remain steadfast: We Lead, We Care, We Grow. For more information, please visit DaBella.us#ZR
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