Online Contact Center Director

Position Summary

The Contact Center Director provides strategic leadership and operational oversight of a team of 5 managers and 70 agents, with direct accountability for driving lead-to-opportunity conversion and building a culture of high performance. This role owns setting production targets, monitoring key metrics, and implementing data-driven strategies that move prospective students through the funnel with speed and accuracy. Beyond results, this leader inspires and develops talent at every level, creating an environment where accountability and growth go hand in hand. The Contact Center Director partners cross-functionally with Marketing, Admissions, and Training to continuously optimize recruitment processes, uphold quality standards, and deliver an exceptional experience to every prospective student.

Key Responsibilities

• Sales Leadership & Conversion Performance: Own the full lead-to-opportunity pipeline, driving conversion rate improvement through data-driven strategies, real-time performance monitoring, and rapid course correction. Set clear targets for managers and agents, analyze conversion and enrollment metrics daily, and implement tactical initiatives that consistently move prospects through the funnel with urgency and precision.
• People Leadership & Culture: Inspire, motivate, and develop a high-performing team of 5 managers and 70 agents by creating a culture of accountability, recognition, and continuous growth. Model the leadership behaviors you expect, foster psychological safety, and ensure every individual understands how their role connects to the Bryant & Stratton College mission.
• Talent Development & Performance Management: Lead a rigorous, structured performance management cadence including regular one-on-ones, coaching plans, and improvement initiatives that identifies top performers, develops emerging talent, and swiftly addresses underperformance. Partner with the training department to design and deliver skill-building programs that sharpen both sales effectiveness and student-centered communication.
• Process Optimization & Operational Excellence: Continuously evaluate and refine new recruitment workflows, leveraging AI and process enhancements to eliminate friction, improve efficiency, and maximize team productivity. Leverage workforce data to optimize scheduling, capacity planning, and resource allocation ensuring the right people are in the right seats at peak volume moments.
• Quality Assurance, Compliance & Stakeholder Communication: Maintain rigorous quality standards across all student interactions, ensuring messaging is accurate, compliant, and consistently reflects the institution's values. Lead structured communication including weekly manager meetings and cross-functional collaboration to surface issues early, align teams, and deliver an exceptional prospective student experience.
  
  

Skills

• Strong sales leadership instincts — knows how to build urgency, motivate a team, and sustain production targets over time.
• Data fluency — comfortable analyzing pipeline metrics, conversion rates, and workforce data to make fast, informed decisions.
• Exceptional people leadership — proven ability to develop managers, retain top talent, and address underperformance directly and constructively.
• Clear, confident communicator across all levels — from one-on-one coaching to executive reporting.
• Process-oriented thinker who can identify inefficiencies and implement scalable solutions.
• Proficiency with CRM platforms (Salesforce, HubSpot, or similar) and contact center technology.
• Working knowledge of compliance requirements relevant to student recruitment and enrollment.
  
  

Qualifications

• Bachelor's degree or combination of experience and education.
• 5–7 years of call center leadership experience
• Proficiency with CRM platforms (MS Dynamics, Salesforce, HubSpot, or similar) and contact center technology (Five9 preferred).
• Experience managing large teams (50 employees) across multiple performance tiers
• Strong analytical, operational, and people leadership skills
• Proven track record of driving lead-to-opportunity or lead-to-enrollment conversion in a high-volume environment
  
  

Preferred Qualifications

• Master’s degree from a regionally accredited institution.
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling and telecom opportunities.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.
• Strong negotiation, interpersonal, written and oral communications skills.
• Demonstrated ability to develop and manage results-oriented recruiting and training programs.
  
  

Physical Demands And Work Environment

Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds.

Position also requires the use of computer technology/equipment.

Position requires the ability to receive information in person and over the telephone.

Position requires the ability to convey detailed and important instructions or ideas accurately.

Background Check Or Licensing Requirements

This position requires a background check.

Salary

$120,000 - 140,000 per year.

Position Status: Exempt

Work Hours: Mon–Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled workday.

Reports To: Associate Campus Director, Online Education

Location: Orchard Park, NY

This is NOT a virtual position.

Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process. This is an exempt position.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Bryant & Stratton College is an Equal Opportunity Employer.