Director, Contact Center

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

📋 Description

• Holds complete accountability for the operations, performance, and reporting of the Jacuzzi Bath Remodel Contact Center.

• Enhance contact center operations, personnel, and technology to optimize contact rates, conversion, and appointment-setting performance.

• Foster a positive culture rooted in Jacuzzi's core values.

• Requires demonstrated leadership, strong analytical instincts, and an unwavering focus on the metrics that influence lead-to-appointment conversion.

• The ideal candidate has experience in building and scaling contact centers from the ground up, having led teams of 20 to 100 employees.

• Proven history of enhancing contact rates, right-party-contact rates, speed-to-lead, and other essential center KPIs.

⛳️ Requirements

• A minimum of 10 years of relevant experience, with at least 5 years in a leadership position.

• Meet the forecasted issued appointments by location (currently 13 active markets and expanding), while adhering to budget constraints.

• Take ownership and continuously enhance core contact center KPIs — contact rate, right-party-contact rate, speed-to-lead, conversion rate, abandonment rate, occupancy, and cost per appointment — by setting targets and initiating corrective actions when performance declines.

• Recruit, hire, and train all necessary positions within the department.

• Implement and consistently refine an automated, multi-touch contact strategy (call, email, and text) that maximizes contact rates and conversion from lead to sale.

• Cultivate a high-performing leadership team with a positive culture founded on Jacuzzi's core values.

• Develop and manage all departmental reporting, ensuring KPI dashboards are precise, timely, and actionable.

• Maintain a continuous focus on assessing and implementing the appropriate technology (dialer, CRM, workforce management, QA) to enhance contact center performance.

• Regularly evaluate call center productivity and staffing models to maximize departmental efficiency.

• Establish processes to distribute daily, weekly, and monthly performance analyses and updates to senior leadership.

• Analyze all departmental analytics — inbound, outbound, market recovery, conversion rates, customer service, and contact rate trends — to identify root causes and opportunities for improvement.

• Prepare reports for the senior leadership team, including budgeting and expense tracking.

• Continuously train and develop call center Managers, Supervisors, and Representatives within the department.

• Advise senior management on call center and contact rate performance and propose and implement recommendations for enhancement.

• Lead reward and recognition initiatives that reinforce key behaviors, motivate employees, and enhance retention.

• Other duties as assigned.

🏝️ Benefits

• 401(k) with matching program

• Dental insurance

• Health insurance

• Health savings account

• Life insurance

• Paid time off

• Vision insurance