Contact Center Director - Pinnacle Home Improvements : Job Details

As the Contact Center Director, you will play a crucial role in shaping the company's future. This position involves a strategic partnership with the executive leadership team to drive the company's growth and achieve financial objectives. Your expertise in managing call center operations and scaling a multi-site business will be vital in optimizing the conversion of qualified leads into sales appointments.Total Compensation potential of $200,000 to $300,000 annually.Key Responsibilities

• Oversee both internal and outsourced/ external call center operations, ensuring they operate with high efficiency and effectiveness
• Improve and enhance KPIs, mentor the call center team, and hold them accountable for the front end of the one-call-close process
• Attract, hire, and train call center team members
• Manage the CRM and other call tools
• Oversee in-home scheduling efforts
• Provide regular reports to the executive leadership team and Board on the performance of marketing and lead generation initiatives
• Manage budget for department
• Manage dialers, dialing cadence as well as compliance with any regulatory agency.

• Bachelor's degree
• Proven experience in managing call center operations
• Solid background in lead generation/conversion in a Direct-to-Consumer (D2C) in-home sales setting
• Willingness to be onsite in Nashville
• Logic and results driven with a goal-oriented mindset
• Preferred but not required:
• Experience in an acquisitive environment
• Familiarity with the (roofing/window/exterior siding replacement) home services / direct sales industry
• Proficiency in Lead Perfection/Salesforce CRM

• Base + Bonus (total comp range 200K to 300K)
• 401K with company match
• Medical/Dental/Vision/STD and LTD Insurance
• Must reside or be able to relocate to Nashville for onsite work - **Relocation Assistance may be available***