Director, Call Center

Renuity•Landover, MD

About The Position

The Director of Call Center is responsible for leading and scaling outbound contact center operations with a focus on sales performance, lead conversion, and customer engagement. This role requires a strategic, data-driven leader with experience managing high-volume outbound teams, optimizing campaign performance, and driving operational excellence. The Director will oversee the call center’s inside sales, confirmation, and dispatch teams to maximize performance through effective coaching, process improvement, and data-driven decision-making. This role partners closely with the executive team to ensure alignment with the company’s vision, mission, and strategic goals, and reports directly to the SVP of Call Center Operations.

Requirements

Bachelor’s degree required; MBA or equivalent preferred.
8+ years of progressive call center leadership experience, including 5+ years in outbound/sales environments.
Strong analytical and problem-solving skills with proven success driving KPI achievement.
Hands-on experience managing large outbound teams and improving operational efficiency.
Proficiency with dialer management systems (e.g., Five9, Nextiva, RingCentral).
Excellent communication and leadership skills; adept at working cross-functionally.
Strong background in business intelligence and reporting tools.
Ability to manage multiple priorities in a fast-paced, dynamic environment.

Nice To Haves

Experience in industries such as home improvement, healthcare, retail, or manufacturing.

Responsibilities

Develop and execute outbound dialing strategies to meet revenue, contact, and conversion targets.
Align outbound initiatives with company objectives in partnership with senior leadership.
Oversee daily operations of outbound teams, ensuring strong speed-to-lead, appointment quality, and lead performance.
Foster a performance-based culture through clear KPIs, dashboards, and ongoing coaching for managers and supervisors.
Monitor and optimize dialer technology and CRM analytics to drive productivity and maintain data integrity.
Ensure compliance with all regulatory requirements (TCPA, DNC).
Partner cross-functionally with Sales, Marketing, and Technology to enhance scripting, lead routing, and campaign segmentation.
Identify and implement process and technology improvements to increase efficiency and reduce costs.
Collaborate with Sales leadership to improve rep scheduling and drive product demonstrations.
Recruit, develop, and mentor high-performing leaders; promote engagement and retention across teams.
Maintain an active presence on the sales floor and lead weekly meetings to review performance and drive accountability.
Champion change management and cultivate buy-in for new strategies and tools.