Director, Inside Sales Center

Dunn Group•Vancouver, BC

2d•$155,000 - $175,000•Remote

About The Position

Renewal by Andersen is seeking a Director, Inside Sales Center to lead their ISC function through its next stage of performance and scale. This role is ideal for a proven contact center leader who knows how to develop people, improve conversion, optimize operations, and build a culture of accountability and continuous improvement. The Director will be responsible for converting customer interest into qualified appointments, optimizing operations, and driving revenue growth. The Inside Sales Center is responsible for converting thousands of marketing-generated opportunities into qualified appointments each year across British Columbia and Alaska. The Director, ISC will lead a team of managers, supervisors, and agents responsible for inbound and outbound customer engagement, appointment generation, and lead conversion. This is a highly visible leadership role with direct impact on revenue growth, sales capacity, customer experience, and marketing performance.

Requirements

7+ years of leadership experience in a high-volume contact center, inside sales, or customer acquisition environment
3+ years leading managers and multi-level teams
Proven success improving conversion rates, operational performance, and revenue growth
Strong workforce management, forecasting, and operational planning experience
Experience with CRM platforms, dialers, workforce management tools, and contact center technologies
Strong analytical, communication, coaching, and change leadership skills
Bachelor's degree preferred; equivalent leadership experience will be considered

Nice To Haves

Proven ability to build leaders, improve performance, and turn opportunity into results
Experience in a fast-moving, growth-oriented environment
Ability to partner effectively with senior leaders across multiple functions
Ability to create structure without slowing the business down
Desire to build something better, not simply maintain what already exists

Responsibilities

Lead, coach, and develop managers, supervisors, and frontline agents
Build a culture of accountability, performance, coaching, and customer focus
Recruit, develop, and retain top talent
Create leadership development and succession plans
Drive employee engagement and retention initiatives
Oversee daily inbound and outbound operations
Manage workforce planning, staffing models, scheduling, and forecasting
Improve operational consistency and execution
Optimize lead distribution, queue management, and customer response times
Ensure the ISC is aligned with evolving business needs and growth objectives
Own and improve key contact center KPIs including appointment generation, lead conversion, outbound productivity, customer engagement, and overall sales performance
Partner with Sales and Marketing leadership to maximize lead quality, conversion rates, and return on marketing investment
Use data and analytics to identify trends, remove bottlenecks, and drive continuous improvement
Align appointment generation with field sales capacity and revenue goals
Lead the optimization of contact center technology including Five9, CRM platforms, dialers, SMS tools, workforce management systems, and reporting platforms
Identify opportunities for automation and operational efficiency
Partner with IT and vendors to implement technology enhancements
Improve reporting, visibility, and accountability across the organization
Collaborate closely with Marketing, Sales, Operations, HR, and IT
Present performance insights and recommendations to executive leadership
Support organizational change initiatives and business transformation efforts
Help shape the future direction of the Inside Sales Center