Leader, Contact Center Operations

American Standard•Euless, TX

6d•$102,000 - $114,000

About The Position

Part of the Product & Merchandising team, you are the driving force behind bringing our products to market. You will be an expert in understanding customer needs and delivering the right products to the right people. Keeping a close eye on industry trends, customer preferences, and competitive offerings, you will play a pivotal role in shaping our company's go-to-market strategy and ensuring that our products remain customer-centric. American Standard Home Services, part of LIXIL, is looking for an experienced, high-energy Leader of Contact Center Operations to direct all direct-to-consumer tele-sales and appointment setting call center operations. The Leader of Contact Center Operations will steer all aspects of an inbound/outbound call center including the culture, sales performance, technology, operations, and people. This is a critical role within the organization and has frequent visibility to executive leadership in the Americas Region; the position reports to the Leader of Performance Marketing. The Leader of Contact Center Operations will have a well-established career in call center leadership, is data-driven in decision-making, looks to technology with an emphasis on AI tools, and repeatable processes to create scalability, has excellent communication skills, and is passionate about sales, growth and winning. This is a high volume, fast-paced home improvement call center operating at scale with a nationwide footprint. The core function of the call center is to profitably schedule and dispatch homeowner appointments for field sales reps. Candidates with background in consumer-focused home improvement, home services, home security, appointment setting or any other relevant area are encouraged to apply.

Requirements

5+ years of related industry experience in an inbound/outbound call center environment with proven results of revenue and profit growth
Experience supervising teams of 20+ Agents and directly managing supervisory or professional level staff in a fast-paced call center environment is strongly preferred
Ability to lead, coach, mentor, motivate, and inspire employees to achieve performance goals
Experience is strongly preferred in a consumer call center with appointment setting focus e.g. home improvement, home services, home security, insurance, etc.
Experience with Five9 dialer technology is strongly preferred
Thorough understanding of Telesales Call Center operations, principles and metrics with a preferred focus on Direct-to-Consumer
Self-starting attitude with strong motivation to get things done and exceed targets
Basic understanding of financial reports and forecasting
Keeps current with trends and developments in the call center and telesales regulatory environment.
Strong organizational, technical, problem solving and analytical skills
Strong understanding and experience using AI tools like Regal, Abstrakt or Hatch.
Proficient in using data analytics to drive decision-making and performance optimization

Nice To Haves

Experience with Lead Perfection CRM is desirable but not required
Experience with predictive dialing systems, automated workflows, and AI-powered customer engagement platforms is a plus.

Responsibilities

Call Center Operations Management: Oversee the day-to-day operations of the call center, including managing both inbound and outbound call campaigns as well as all SMS and Email Customer Engagements.
Manage team leads and individual employees to ensure performance and financial goals are met and that call center operations run smoothly.
Implement and maintain KPIs for response times, contact rates, and other contact center related KPIs.
Develop and manage call scripts for inbound and outbound calls, ensuring they are optimized for customer engagement and lead conversion.
Develop employees through regular feedback, coaching, and training sessions.
Build training and coaching programs that have high-impact and that are scalable with a growing operation.
Review contact center and operational reports on regular basis and based on the findings, take action to improve results and make recommendations to senior management.
Hold regular team meetings with employees to communicate performance and inspire others to improve.
Handle human resources issues professionally and in line with company policies.
Recruit and onboard talented, high-performing employees to work in the call center.
Establish comprehensive incentive programs focused on retention of top-performing employees.
Effectively manage inbound and outbound call traffic handling throughout spikes and ebbs of volume.
Stay informed of all call-center related FTC and state directed policies and regulations, keeping the business compliant both nationally and locally.
Determine inbound and outbound call center operational tactics and own the strategy and execution of the call center technology stack.
Prepare and present call center performance reports and progress updates to Senior Leadership.
AI Tools & Automation Implementation: Own and accelerate the use of AI tools (such as AI Voice Agent for Inbound/Outbound Campaigns and SMS/Email Lead Nurturing and Engagement.)
Lead deployment of AI-driven solutions for call routing, dynamic customer engagement, and tailored coaching/training.
Regularly evaluate and optimize AI tools to ensure they are aligned with customer service goals and performance metrics.
Leverage customer feedback and AI-driven data to continuously refine and improve call center processes.
Lead Generation & Nurturing: Oversee and optimize outbound calling campaigns, including lead generation, follow-ups, appointment setting, and scheduling.
Utilize insights and customer data to identify and prioritize high-potential leads and develop strategies around the prioritization of them.
Train and guide team members to effectively engage and nurture leads through best in class outreach scripting and relationship-building strategies.
Monitor conversion rates and the overall effectiveness of lead management strategies to continuously improve results.
Team Leadership & Development: Lead, coach, and motivate a team of call center agents, ensuring high performance and engagement.
Conduct regular performance reviews, provide constructive feedback, and identify opportunities for agent development and growth.
Foster a high energy, positive team culture that promotes collaboration, accountability, and excellence.
Implement and manage training programs for new hires and ongoing professional development for existing team members.
Performance Monitoring & Reporting: Define and track key performance indicators (KPIs) for the call center team, such as average handling time (AHT), Contact Rate, Set Rate, Issue Rate and Lead to Conversion Rates.
Generate regular reports on team performance, AI tool effectiveness, lead conversion and outcomes.
Use data-driven insights to recommend and implement process improvements to enhance customer interactions, streamline workflows, and increase efficiency.