Director, Contact Center

Jacuzzi Group

4h•$131,000

About The Position

The Director of Contact Center holds total responsibility for the operations, performance, and reporting of the Jacuzzi Bath Remodel Contact Center. Working in a fast-paced, KPI-driven environment, this leader will optimize contact center operations, personnel, and technology to maximize contact rate, conversion, and appointment-set performance, while building a positive culture grounded in Jacuzzi's core values. This is a multi-faceted, hands-on role requiring proven leadership, sharp analytical instincts, and a relentless focus on the metrics that drive lead-to-appointment conversion. The ideal candidate has built and scaled contact centers from the ground up and has led teams of 20-100 employees, with a demonstrated track record of improving contact rate, right-party-contact rate, speed-to-lead, and other core center KPIs.

Requirements

10+ years of relevant experience, minimum of 5 in a leadership role.
Be a positive and patient leader with strong coaching and mentoring skills.
Deep, hands-on knowledge of core contact center KPIs and the levers that move them — including contact rate, right-party-contact rate, conversion rate, average handle time, occupancy, adherence, and abandonment rate.
Expertise in call center software and technology.
Excellent organizational, leadership, and problem-solving skills.
Outstanding communication and interpersonal skills.
Strong analytical, facilitation, documentation, and communication skills.
Strong project planning, scoping, and management skills.
Strong business process analysis, design, and process-flow skills.
Skilled in organizational development, personnel management, budget and resource development, and strategic planning.
Experience with both manual and predictive dialer outbound campaign management, including list strategy, pacing, and compliance.

Responsibilities

Achieve forecasted issued appointments by location (13 active markets and growing), within budget.
Own and continuously improve core contact center KPIs — contact rate, right-party-contact rate, speed-to-lead, conversion rate, abandonment rate, occupancy, and cost per appointment — setting targets and driving corrective action when performance slips.
Recruit, hire, and train all needed positions across the department.
Implement and continually refine an automated, multi-touch contact cadence (call, email, and text) that maximizes contact rate and conversion from lead to sale.
Develop a high-performing leadership team with a positive culture built on Jacuzzi's core values.
Develop and oversee all department reporting, ensuring KPI dashboards are accurate, timely, and actionable.
Maintain an ongoing focus on evaluating and implementing the right technology (dialer, CRM, workforce management, QA) to maximize contact center performance.
Continually evaluate call center productivity and staffing models to maximize departmental efficiency.
Establish processes to distribute daily, weekly, and monthly performance analysis and updates to senior leadership.
Analyze all department analytics — inbound, outbound, market recovery, conversion rates, customer service, and contact rate trends — to identify root causes and opportunities.
Prepare reporting for the senior leadership team, including budgeting and expense tracking.
Continuously train and develop call center Managers, Supervisors, and Representatives within the department.
Advise senior management on call center and contact rate performance and make and implement recommendations for improvement.
Lead reward and recognition programs that reinforce key behaviors, motivate employees, and increase retention.
Other duties as assigned.