Director, Call Center – Inside Sales

This is a fully remote position, open to applicants in Canada.

📋 Description

• Guide, mentor, and nurture managers, supervisors, and frontline representatives.

• Foster a culture centered around accountability, performance, coaching, and customer orientation.

• Supervise daily inbound and outbound operations.

• Oversee workforce planning, staffing models, scheduling, and forecasting.

• Enhance operational consistency and execution.

• Streamline lead distribution, queue management, and customer response times.

• Take ownership of and enhance key contact center KPIs, such as appointment generation, lead conversion, outbound productivity, customer engagement, and overall sales performance.

• Collaborate with Sales and Marketing leadership to optimize lead quality, conversion rates, and return on marketing investment.

• Drive the enhancement of contact center technology, including Five9, CRM platforms, dialers, SMS tools, workforce management systems, and reporting platforms.

• Work closely with Marketing, Sales, Operations, HR, and IT teams.

⛳️ Requirements

• Minimum of 7 years of leadership experience in a high-volume contact center, inside sales, or customer acquisition setting.

• At least 3 years of experience leading managers and multi-tiered teams.

• Demonstrated success in boosting conversion rates, operational performance, and revenue growth.

• Solid expertise in workforce management, forecasting, and operational planning.

• Familiarity with CRM platforms, dialers, workforce management tools, and contact center technologies.

• Excellent analytical, communication, coaching, and change leadership abilities.

• A Bachelor's degree is preferred; equivalent leadership experience will be taken into account.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Retirement savings programs.

• Paid time off and holidays.

• Remote work environment.

• Significant opportunities for growth and executive visibility.