Call Center Director

All Weather Seal of West Michigan Inc • Wyoming, MI

3d • $80,000 - $100,000 • Onsite

About The Position

All-Weather Seal of West Michigan is seeking a Call Center Director to oversee outbound, inbound, rehash, and scheduling operations across four divisions. This leadership role focuses on developing people, managing performance metrics, improving efficiency, and fostering a positive, accountable culture. The position is full-time and in-office at Rogers Plaza in Wyoming, Michigan, with occasional meetings in Lowell.

The Director will lead call center teams and managers, optimize scheduling and performance, forecast budgets, and maintain cost-per-lead and departmental marketing cost goals. The role also includes researching and implementing software to improve efficiency, managing B2B partnerships related to call center operations, and building a second tier of leadership within the call center.

All-Weather Seal of West Michigan is a family-run home-improvement company with more than 45 years of experience, specializing in windows, bath and shower remodeling, and metal roofing. The company describes itself as supportive, community-minded, and focused on helping employees grow.

Requirements

• Proven experience managing other leaders and overseeing call center operations.
• Ability to analyze data and make strategic business decisions.
• Strong leadership, accountability, critical-thinking, and motivational skills.
• Bachelor’s degree preferred, or equivalent experience accepted.
• Experience with tools such as Five9 auto-dialers, i360 CRM systems, and Active Prospect lead qualifier tools is sought.

Nice To Haves

• Bachelor’s degree; equivalent experience is accepted.

Responsibilities

• Recruit, hire, develop, and lead call center teams across four divisions.
• Manage scheduling and performance metrics to maximize efficiency.
• Provide live coaching and professional development for managers and callers.
• Forecast budgets and maintain cost-per-lead and departmental marketing cost goals.
• Research and implement software to improve call center efficiency.
• Manage B2B partnerships related to call center operations.
• Build and develop second-tier leadership within the call center.

Benefits

• Base salary of $80,000–$100,000 per year, plus bonus opportunities.
• Paid training and ongoing coaching.
• Medical, dental, and vision health benefits.
• 401(k) with company match.
• Paid time off.
• Tuition reimbursement.
• Referral bonus program.
• Clear paths for growth through building leadership tiers within the call center.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed