Contact Center Director

The Guitar Center Company•Frederick, MD

About The Position

The Director of Contact Centers will lead the strategic oversight of contact center operations, driving revenue growth, customer retention, and satisfaction through a dual focus on sales excellence and customer success. This role requires a visionary leader adept at managing high-performing teams, optimizing sales and service processes, and leveraging industry trends to exceed business targets. The ideal candidate will foster strong client relationships, ensure customers derive maximum value from products/services, and align cross-functional collaboration to unify sales outcomes, customer success, and organizational goals. By balancing operational efficiency with a customer-centric approach, this leader will elevate both performance and long-term loyalty in a dynamic contact center environment.

Requirements

Bachelor’s degree in Business, Marketing, or related field; MBA preferred
8+ years in sales leadership with 5+ years in a contact center environment
Proficiency in CRM systems (e.g., Salesforce), AWS, and data analysis tools
Proven track record of meeting/exceeding sales targets in a fast-paced settings

Nice To Haves

Strong leadership, communication, emotional intelligence, and negotiation abilities
Strategic thinker with problem-solving agility and adaptability
Expertise in interpreting financial metrics and operational data to drive strategic decisions
Proven track record of cultivating teams that excel in sales/service environments, with a focus on metrics-driven accountability and employee engagement

Responsibilities

Drive unified sales and customer success strategies to achieve revenue targets, retention goals, and market expansion through data-driven market analysis and churn mitigation
Design streamlined customer lifecycle processes (onboarding to renewal) to maximize satisfaction and loyalty
Lead, mentor, and scale cross-functional teams (sales, customer success) with clear KPIs (e.g., conversion rates, NPS, retention) and a culture of accountability
Partner cross-functionally to collaborate and align on strategies, relay customer feedback, and resolve service gaps
Optimize workflows using tools (e.g., Salesforce) to enhance sales processes, automate reporting, and improve scalability
Manage budgets, upsell/retention targets, and regulatory compliance while balancing cost-effective resource allocation
Monitor KPIs to adjust strategies, predict trends, and align outcomes with business goals