The Opportunity
Our contact center serves as the front line of client acquisition and revenue generation within a high-volume inbound environment, directly impacting conversion, quality, and operational efficiency. We are seeking a Director of Inside Sales to lead a multi-layer operation, bringing structure, accountability, and disciplined execution to drive measurable improvements across staffing, technology, coaching, and revenue-focused KPIs.
This is a confidential search.
Accountable for
- Oversee the functionality, reliability, and efficiency of contact center phone systems.
- Ensure seamless integration between call center technology and CRM systems, enabling accurate and timely data flow.
- Build and maintain performance dashboards that provide actionable insights into productivity, quality, conversion, and operational efficiency.
- Identify and resolve technical and systems-related issues quickly and proactively.
- Establish a culture of continuous improvement, accountability, and operational excellence.
- Evaluate and implement emerging technologies, including Generative AI, to improve efficiency and performance.
- Analyze contact center metrics to identify trends, performance gaps, and opportunities for optimization.
- Develop and implement strategies to improve lead conversion and create a seamless transition from initial inquiry to client onboarding.
Qualifications
- 7+ years of experience managing contact center technology, CRM systems, and/or contact center operations.
- Strong analytical skills with the ability to translate complex data into actionable business insights.
- Proven leadership and team management experience in a high-volume environment.
- Proficiency with performance monitoring, reporting, and contact center technology platforms.
- Exceptional problem-solving skills with a proactive, solutions-oriented approach.
- Curiosity and tenacity when evaluating new technologies, systems, and process improvements.
- Ability to operate effectively in a fast-paced environment and adapt to changing priorities.
- Strong knowledge of contact center best practices, KPIs, and industry standards.
- Spanish fluency is a strong plus.
Pay: $160,000.00 - $200,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Parental leave
- Retirement plan
Work Location: In person
