Director of Customer Contact Center
About The Position
The Director of Customer Contact Center is a high-impact leadership role responsible for the strategic direction, operational excellence, and revenue performance of our remote customer contact intake. This individual will oversee a distributed workforce across multiple regions and divisions, ensuring a seamless, high-conversion customer journey from the initial point of contact to the technician’s arrival. The mission is to transform a high-volume, multi-channel contact center into a world-class profit center by leveraging advanced CCaaS technology, data-driven coaching, and a robust remote-work culture. A primary strategic focus for this role is the modernization of the lead intake process through the deployment of AI-driven voice and chat agents.
Requirements
- 7+ years in Contact Center Management; 3+ years in a Director-level role managing 50+ seats.
- Proven track record of managing remote/hybrid teams across multiple time zones.
- Proven experience in a digital transformation capacity, specifically having managed the implementation of AI voice/chatbots or automated scheduling tools.
- Deep experience in HVAC or Home Services is highly preferred.
- Expert proficiency in Cloud-based IVR/ACD systems and Field Service Management software.
- Exceptional written and verbal communication; ability to lead via documentation and video.
Responsibilities
- Standardize SOPs across all physical hubs and remote tiers to ensure a "one-brand" experience regardless of the agent’s location.
- Manage a balanced "human + AI" workforce, ensuring seamless handoffs from AI agents to live specialists for complex customer needs or high-value sales opportunities.
- Design and manage intelligent call-routing logic to shift capacity between regions during local weather emergencies or staffing surges.
- Drive retention and morale through digital-first engagement strategies (e.g., virtual huddles, gamified performance tracking) to eliminate "remote isolation."
- Oversee adherence to varying state labor laws regarding remote work, equipment, and scheduling.
- Manage agent capacity and availability to ensure service level performance across a wide range of business hours and times zone.
- Manage after-hours call handing process and workflows to ensure proper service levels 24/7.
- Maintain “overflow” queue capabilities to maximize agent availability across all remote teams to reduce abandon rates and improve service levels.
- Own the "Inbound-to-Booked" ratio, ensuring agents are trained in sales psychology, objection handling, and lead prioritization.
- Implement rigorous training, scripting, and QA protocols for both human agents and AI logic to achieve best-in-class Lead-to-Appointment Conversion Rates.
- Develop and execute outbound call campaigns during mild weather months to maximize technician utilization through maintenance visit scheduling and unsold estimate follow-ups.
- Integrate "Club Membership" sales into the standard call flow, turning every service inquiry into a long-term recurring revenue opportunity.
- Leverage new technology, including AI Agents to supplement call handling capacity, improving booking rates and driving an improved customer experience.
- Lead the evaluation, selection, and deployment of AI Agent technology to handle inbound call volume, qualify leads, and autonomously book appointments into the CRM/scheduling system.
- Lead the optimization of the CCaaS platform (e.g., Talkdesk, RingCentral).
- Utilize historical data and weather forecasting to build staffing models that anticipate 300% volume spikes during peak summer and winter months.
- Implement AI-driven or manual call-scoring programs that provide rapid, actionable feedback to remote and in-office agents.
- Design a scalable, digital-first training curriculum that reduces "Time-to-Phone" for new hires while maintaining high quality.
- Develop and maintain a robust quality assurance process for all agents with scorecards, regular reporting with active coaching and performance improvement.
- Mentor and develop Site Leads and Remote Supervisors to ensure a consistent management layer across the organization.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
