Senior Director, Contact Center Sales

Rise Broadband•Irving, TX

About The Position

The Senior Director of Sales & Retention is a strategic, results-driven leader responsible for accelerating revenue growth and enhancing customer loyalty through the inbound sales, outbound sales, and customer retention teams within the call center organization. This role oversees all aspects of call center sales performance, including new customer acquisition, cross-sell and upsell initiatives, churn mitigation, and customer lifecycle management. The ideal candidate brings a powerful blend of sales leadership, data-driven decision-making, telecom industry expertise, and team development experience—ensuring exceptional customer experiences that drive sustainable growth and reduce attrition.

Requirements

Bachelor’s degree in Business, Marketing, Communications, or related field required; MBA preferred.
10+ years of experience in call center sales, customer retention, or customer success leadership—5+ years in telecom industry strongly preferred.
Proven record of managing high-volume sales teams (100+ agents) and exceeding revenue and retention targets.
Deep understanding of telecom sales metrics, churn analytics, and customer lifecycle management.
Strong analytical and financial acumen; proficient with CRM systems (e.g., Salesforce, CSG, SugarCRM) and call center analytics tools.
Exceptional leadership, communication, and coaching skills with ability to motivate diverse teams across multiple sites.
Strategic thinker with demonstrated ability to translate insights into actionable plans.

Responsibilities

Develop and execute the overall Sales and Retention strategy for the call center, aligning with corporate growth and customer experience goals.
Lead and inspire a team of Sales and Retention Managers, Supervisors, and Agents across inbound, outbound, and save-the-sale functions.
Collaborate with Marketing, Product, Operations, and Finance to align campaign execution with business objectives and customer needs.
Create a performance-driven culture built on accountability, coaching, recognition, and professional development.
Oversee Inbound Sales performance to maximize conversion rates, average revenue per sale, and attach rates for bundled services.
Lead Outbound Sales initiatives to generate new customer acquisitions, win-back former subscribers, and support targeted campaigns.
Develop and manage sales incentive programs that drive consistent achievement of daily, weekly, and monthly goals.
Utilize CRM and analytics platforms to monitor funnel performance, agent productivity, and revenue per contact.
Direct the Customer Retention team, focusing on churn prevention, save efforts, and proactive outreach to at-risk customers.
Partner with Customer Experience and Operations to identify and mitigate root causes of churn (e.g., billing issues, service performance, pricing).
Implement data-driven churn models and develop early intervention strategies based on call dispositions, account activity, and usage patterns.
Monitor and continuously improve Retention KPIs including save rate, repeat contact rate, Net Promoter Score (NPS), and customer lifetime value (CLV).
Establish, track, and analyze key performance indicators (KPIs) including conversion rate, average handle time (AHT), FCR, repeat call rate, churn rate, and agent adherence.
Ensure compliance with company policies, industry regulations, and call quality standards.
Partner with Workforce Management (WFM) to optimize staffing models and ensure SLA achievement across queues.
Drive continuous improvement initiatives to enhance sales efficiency, streamline processes, and leverage automation and digital tools.
Other duties as assigned / required by the business.