Director, Call Center
Director of Call Center
The Director of Call Center is responsible for leading and scaling outbound contact center operations with a focus on sales performance, lead conversion, and customer engagement. This role requires a strategic, data-driven leader with experience managing high-volume outbound teams, optimizing campaign performance, and driving operational excellence.
The Director will oversee the call center’s inside sales, confirmation, and dispatch teams to maximize performance through effective coaching, process improvement, and data-driven decision-making. This role partners closely with the executive team to ensure alignment with the company’s vision, mission, and strategic goals, and reports directly to the SVP of Call Center Operations.
What You’ll Do
Develop and execute outbound dialing strategies to meet revenue, contact, and conversion targets.
Align outbound initiatives with company objectives in partnership with senior leadership.
Oversee daily operations of outbound teams, ensuring strong speed-to-lead, appointment quality, and lead performance.
Foster a performance-based culture through clear KPIs, dashboards, and ongoing coaching for managers and supervisors.
Monitor and optimize dialer technology and CRM analytics to drive productivity and maintain data integrity.
Ensure compliance with all regulatory requirements (TCPA, DNC).
Partner cross-functionally with Sales, Marketing, and Technology to enhance scripting, lead routing, and campaign segmentation.
Identify and implement process and technology improvements to increase efficiency and reduce costs.
Collaborate with Sales leadership to improve rep scheduling and drive product demonstrations.
Recruit, develop, and mentor high-performing leaders; promote engagement and retention across teams.
Maintain an active presence on the sales floor and lead weekly meetings to review performance and drive accountability.
Champion change management and cultivate buy-in for new strategies and tools.
What You’ll Bring
Bachelor’s degree required; MBA or equivalent preferred.
8+ years of progressive call center leadership experience, including 5+ years in outbound/sales environments.
Strong analytical and problem-solving skills with proven success driving KPI achievement.
Hands-on experience managing large outbound teams and improving operational efficiency.
Proficiency with dialer management systems (e.g., Five9, Nextiva, RingCentral).
Excellent communication and leadership skills; adept at working cross-functionally.
Experience in industries such as home improvement, healthcare, retail, or manufacturing.
Strong background in business intelligence and reporting tools.
Ability to manage multiple priorities in a fast-paced, dynamic environment.
About Renuity
Renuity, headquartered in Charlotte, NC, is a leading home improvement services business with a rapidly expanding national footprint. Renuity currently operates across 36 states and has created hundreds of thousands of happier homeowners across the United States who have chosen Renuity for their home improvement needs. Renuity is redefining the home improvement experience with a focus on trust, innovation and customer-first service.
To learn more, visit Renuity's About Us page.
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Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact Humanresources@renuityhome.com.
If you have a question regarding your application, please contact TA@renuityhome.com
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