Home Improvement, Direct Response Call Center Director

$115,000 - $169,000/Yr

Lixil Water Technology Americas - Dallas, TX

Full-time - Senior

Dallas, TX

About the position

The Home Improvement, Direct Response Call Center Director at American Standard Home Services, part of LIXIL, is responsible for developing and executing the inside sales and consumer contact strategy. This role focuses on enhancing consumer experiences through technology-driven solutions and achieving business targets. The Director will lead a team, fostering a culture of performance and innovation, while ensuring compliance with industry regulations.

Responsibilities

• Define and execute the strategic vision for the consumer experience in the direct-to-consumer Contact Center.
• Build scalable performance management and incentive programs.
• Own the automated engagement stack of software solutions.
• Scope, negotiate, integrate, and implement messaging technology to enhance customer retention and conversion.
• Maintain compliance practices in key areas such as TCPA, DNC, and CAN-SPAM.
• Hold teams accountable for key performance indicators including customer satisfaction and financial performance.
• Provide leadership to attract and retain top talent and develop future leaders.
• Champion change and continuous improvement within the Contact Center.
• Participate in the Home Services business leadership team to develop overall business strategy.

Requirements

• BS/BA degree in Business, Economics, Marketing, Communications or related field.
• 10 years of experience in marketing, sales, or contact center roles.
• 5-8+ years in leadership roles in marketing, sales, or contact center teams.
• 5+ years of experience in direct response and/or lead generation industries, preferably in-home sales.
• 5+ years of experience implementing compliance practices related to TCPA, DNC, and CAN-SPAM.
• Strong persuasion and negotiation skills with the ability to build trust and rapport.
• Detail-oriented with strong problem identification and resolution skills.
• Self-motivated with the ability to work independently.

Benefits

• Annual Short Term Incentive plan eligibility.