Director of Call Center Operations

The Director of Call Center Operations is responsible for driving revenue growth by setting expectations, inspection, and accountability in converting leads efficiently, nurturing potential customers, and ensuring top-tier service throughout the customer journey. This role emphasizes creativity and initiative in strategic lead flow management, optimizing performance metrics, improving processes to meet business objectives, and utilizing technology to drive lead conversion, serve customers, and monitor results .

The Director leads and mentors a lead conversion team and a scheduling team, ensuring they’re well-equipped to meet customer satisfaction and profitability goals. Oversight of the lead conversion team requires a successful background in sales, scripting, forced choice guiding, and assumptive closing.

Key Responsibilities:

Lead Appointment Management & Conversion:

- Develop and implement strategies to drive lead conversion with a focus on converting leads into scheduled appointments and nurturing prospects through each stage of the lead pipeline.

- Improve lead management and follow-up processes to convert leads, increase appointment set rates, and increase appointment kept rates.

- Collaborate with sales and marketing to align lead generation, lead conversion, and customer acquisition efforts.

- Lead and initiate continuous improvement projects to improve goals/metrics.

- Set expectations. Inspect activity. Implement accountability tactics.

Strategy & Leadership:

- Align call center strategies with company goals to optimize lead conversion, customer satisfaction, efficiency, and profitability.

- Collaborate to establish key performance indicators (KPIs) for the team and monitor performance against set targets.

- Stay up to date on industry trends to keep the call center effective and leverage best practices in lead management.

- Identify and initiate technology implementation to improve key responsibility areas.

Operations Management:

- Assign and prioritize workload based on inbound and outbound call volume.

- Ensure rapid and accurate responses are provided to ensure customer’s needs are fulfilled.

- Oversee daily call center activities across multiple communication channels, including, but not limited to, inbound/outbound calls, SMS, chat/messaging, email, customer support, and lead conversions.

- Analyze and improve performance metrics, including call volume, response times, customer satisfaction, conversion rates, and kept rates.

- Assist agents with inbound and outbound calls during times of heaviest volume to support attainment of department goals while directing and managing the workflow for the agents.

Team Development & Training:

- Lead, coach, and develop the team to foster an environment focused on customer conversion and relationship-building.

- Oversee training programs with an emphasis on sales skills, lead nurturing, and service quality.

- Continual training on sales techniques, scripting, forced choice guiding, and assumptive closing.

- Ensure staffing aligns with call volume and lead generation needs, maintaining recruitment and retention efforts.

- Set expectations. Inspect activity. Implement accountability tactics.

- Implement targeted initiatives to improve customer experience and satisfaction - focusing on lead conversion, loyalty, and raving fans.

- Address escalated customer issues quickly, ensuring swift and satisfactory resolution to protect key relationships.

- Leverage technologies to improve customer interactions, lead tracking, and follow-up processes.

Budget & Resource Management:

- Manage the call center budget, focusing on cost-effective strategies to enhance lead management and conversion.

- Research and propose tools and software to support efficient lead handling, tracking, and customer engagement.

Qualifications:

- Bachelor’s degree in business or related field.

- 7 years of call center operations experience, including 3 years in leadership.

- Proven ability to meet lead conversion and performance goals.

- Strong leadership, communication, and analytical skills.

- Strength in coaching and mentoring employees to attain individual goals.

- Proven ability to set expectations, inspect expectations, and hold employees accountable.

- Strong Customer Service escalation skills to mediate issues with callers and Customer Center agents.

- Experience with CRM systems and call center software for lead management.

- Strong MS Office, Excel skills, and PowerPoint skills.

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• No weekends

Experience:

• Call Center Operations: 7 years (Required)

Ability to Commute:

• Tulsa, OK 74136 (Required)

Ability to Relocate:

• Tulsa, OK 74136: Relocate before starting work (Required)

Work Location: In person

Salary : $75,000 - $85,000