Director - Contact Center Operations

Description

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 RESPONSIBILITIES

Key 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.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, and dedicated and should possess the following qualities :

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.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

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 :

Each DaBella Employee receives :

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