Vice President, Call Center Operations

National Floors Direct is a direct-to-consumer Carpet and Flooring Specialty Service. We deliver the customer experience and expertise of a High-End Floor Covering Specialty Store directly to our customers’ homes. This revolutionary approach to satisfying the floor covering needs of homeowners is part of our commitment to the customer experience.

The company has an amazing web presence, recognizable brand, great reputation, top notch customer reviews, and highly-trained in-house call center and customer service to provide all sales representatives with the best sales opportunities and promote the best customer experience in the industry.

Position Overview:

We are seeking a dynamic and strategic leader to serve as the Executive Vice President (EVP) of Call Center Operations. This is an executive-level position that is responsible for overseeing all aspects of our call center operations, ensuring the seamless conversion of leads into appointments and sales, optimizing customer experience, and driving revenue growth. The ideal candidate will have a proven track record in leading high-performing teams, developing data-driven strategies, and delivering measurable results in a competitive, consumer-focused industry.

Key Responsibilities:

Strategic Leadership:

• Develop and execute the call center's strategic plan aligned with the organization's goals for revenue, customer acquisition, and retention.
• Drive operational excellence and ensure scalability to support business growth.

Operational Management:

• Oversee inbound and outbound call center operations, ensuring the highest standards of service delivery and lead conversion.
• Implement robust processes and tools to enhance efficiency, optimize call flows, and reduce drop-offs.
• Monitor key performance indicators (KPIs) such as average handle time, appointment setting rates, and revenue per lead to ensure targets are met or exceeded.

Team Leadership and Development:

• Recruit, mentor, and manage a team of directors, managers, and supervisors, fostering a high-performance culture.
• Provide ongoing training and development opportunities to enhance team skills and capabilities.

Technology and Innovation:

• Leverage cutting-edge technology, including CRM systems, dialers, and analytics platforms, to streamline operations and improve lead conversion rates.
• Evaluate and implement AI or other automation tools to enhance productivity and customer experience.

Data-Driven Decision Making:

• Utilize data analytics to identify trends, assess campaign performance, and inform decision-making.
• Conduct regular reporting to the executive team on call center performance and ROI of lead generation efforts.

Collaboration:

• Work closely with marketing, sales, and operations teams to align strategies, improve lead quality, and ensure a seamless customer journey.
• Partner with the IT and data teams to ensure system integration and accuracy of lead tracking.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA preferred.
• 10 years of progressive leadership experience in call center operations, with at least 5 years at the executive level in a direct-response or lead generation business.
• Proven expertise in managing large-scale, high-volume call centers, ideally in the home services or residential replacement industry.
• Strong knowledge of direct-response marketing principles and conversion optimization.
• Exceptional analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Demonstrated success in driving revenue growth through process improvements and team leadership.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency with CRM systems, call center software, and analytics tools.

Preferred Skills:

• Experience in residential replacement industries such as carpet, flooring, or home improvement.
• Familiarity with AI-driven lead scoring and automation tools.
• Knowledge of compliance requirements and industry standards for telemarketing and lead generation.

Compensation and Benefits:

• Competitive base salary with performance-based bonuses.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401(k) plan with employer match.
• Opportunities for professional growth and advancement.

Job Type: Full-time

Pay: $175,000.00 - $250,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• Leadership: 5 years (Required)

Ability to Commute:

• Boca Raton, FL 33487 (Preferred)

Work Location: In person

Salary : $175,000 - $250,000