Call Center Director

Yankee Home Improvement•Chicopee, MA

1d•$70,000 - $78,000•Onsite

About The Position

Yankee Home is seeking an experienced Call Center Director to lead its call center, which supports the company’s sales organization. The director will be responsible for improving appointment-setting results and lead conversion, building a high-performing team, developing supervisors and team leads, and creating a culture of accountability. The role is focused on driving measurable results and making a meaningful impact on call center performance. The director will use performance data to identify issues and improve results, and will work directly with sales and marketing leadership to improve company performance. The position is based in Chicopee, Massachusetts, and is full-time and in-person. The advertised base salary is $70,000–$78,000, with total earning potential of $110,000 or more through performance bonuses.

Requirements

At least 3 years of contact center management experience, including managing supervisors or team leads.
A proven track record of improving team performance.
Strong coaching, analytical, and leadership skills.
Experience with CRM systems, dialers, and lead management.
Willingness to work some evenings and Saturdays.

Nice To Haves

Experience in home improvement, in-home sales, appointment setting, or a similar environment.

Responsibilities

Lead the entire call center operation, including supervisors and team leads.
Drive appointment-setting results and lead conversion.
Coach, develop, and hold the leadership team accountable.
Use performance data to identify problems and improve results.
Build a culture where people want to win.
Work directly with sales and marketing leadership to improve company performance.