Director of Sales and Customer Service - Saratoga Springs, NY
About The Position
Prime Group Holdings is seeking a Call Center Director to lead its contact center through a period of rapid and sustained growth. The contact center supports geographically dispersed locations across the country, handling existing customers’ operational issues and generating sales through inbound inquiries and outbound calls. The role leads day-to-day contact center operations and a geographically distributed team, with a focus on customer satisfaction, sales performance, operational efficiency, and revenue growth. This position is based onsite at the company’s downtown Saratoga Springs, New York location and works with more than 40 call center teammates.
Requirements
- Bachelor’s degree in business, finance, or a related field.
- 10+ years of job-related experience managing call center or contact center operations.
- Strong analytical skills and interest in metrics.
- Familiarity with call center management principles, metrics, and practices.
- Dynamic, results-driven leadership.
- Experience partnering with business stakeholders across geographies and functions to improve support.
- Advanced problem-solving skills for complex, multifaceted business problems and a strong quantitative orientation.
- Familiarity with cloud-based contact center systems and solutions.
- Excellent organizational skills and ability to manage multiple projects in a fast-paced environment.
- Outstanding verbal and written communication skills.
- Desire to join a high-growth, transformational company focused on customer experience and growth.
Nice To Haves
- Ideally, 4 years of multi-site responsibility.
Responsibilities
- Work onsite and in person at the downtown Saratoga Springs, NY location, collaborating with call center teammates in a fast-paced, customer- and sales-focused environment.
- Partner with key stakeholders to develop and execute strategic contact center initiatives aligned with customer service and revenue generation objectives.
- Lead day-to-day contact center operations to meet and exceed customer satisfaction metrics and sales performance goals.
- Use data and analytics to make staffing decisions, optimize workflows, and identify growth opportunities.
- Design and implement customer engagement solutions that improve customer experience and contribute to sales growth.
- Lead and align a geographically distributed team with organizational goals for service delivery and sales performance.
- Train and oversee supervisors so front-line agents have the tools, knowledge, and sales training to deliver service and drive conversions.
- Monitor system dashboards and case management reports, assess performance, and implement changes to improve efficiency and revenue outcomes.
- Champion initiatives that position the contact center as a revenue driver and customer experience leader.
- Ensure support systems operate efficiently and are continually improved to support customer service and sales opportunities.
Benefits
- Competitive rate of pay and a generous benefits program.
- Medical insurance.
- Dental insurance.
- Life insurance.
- Vision insurance.
- Short-term disability insurance.
- Long-term disability insurance.
- Paid vacation time.
- Paid sick time.
- Paid holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Director
