What are the responsibilities and job description for the Call Center Director position at Southern Exteriors?
Position Summary
The Call Center Director is responsible for leading and scaling the call center operation to drive appointment generation, customer experience, team performance, and operational efficiency. This role oversees daily call center operations, workforce planning, performance management, training, reporting, and process improvement while partnering closely with Sales, Marketing, and Operations leadership.
The ideal candidate is a strong people leader who can build accountability, improve conversion performance, create structure, and develop a high-performing culture focused on customer experience and results.
Essential Duties And Responsibilities
Leadership & Team Management
The Call Center Director is responsible for leading and scaling the call center operation to drive appointment generation, customer experience, team performance, and operational efficiency. This role oversees daily call center operations, workforce planning, performance management, training, reporting, and process improvement while partnering closely with Sales, Marketing, and Operations leadership.
The ideal candidate is a strong people leader who can build accountability, improve conversion performance, create structure, and develop a high-performing culture focused on customer experience and results.
Essential Duties And Responsibilities
Leadership & Team Management
- Lead, coach, and develop Call Center associates.
- Create a culture centered on accountability, professionalism, energy, and customer service
- Establish clear performance expectations and KPI ownership across the department
- Conduct regular one-on-ones, team meetings, coaching sessions, and performance reviews
- Partner with HR on recruiting, onboarding, engagement, corrective action, and retention efforts
- Build succession plans and develop future leaders within the department
- Oversee daily call center operations including inbound and outbound activity
- Ensure staffing levels align with business demands and appointment goals
- Monitor scheduling, attendance, productivity, and call coverage
- Improve workflows, scripting, call routing, and customer handling processes
- Drive consistency and efficiency across all call center functions
- Analyze trends and performance data to identify opportunities for improvement
- Deliver regular reporting and updates to executive leadership
- Implement action plans to improve underperforming metrics and team performance
- Optimize use of CRM, dialer platforms, reporting tools, and call center technology
- Identify automation and process improvement opportunities to improve efficiency and scalability
- Ensure accurate reporting and data integrity within systems
- Assist in implementation of new technology and operational processes
- Develop and maintain training programs for new hires and existing team members
- Ensure representatives are properly trained on systems, scripts, objection handling, and customer communication
- Oversee quality assurance processes including call monitoring and coaching feedback
- Continuously refine training and coaching based on performance trends
- Partner with Marketing to improve lead quality, campaign effectiveness, and speed-to-lead execution
- Work closely with Sales leadership to improve appointment quality and conversion outcomes
- Coordinate with Operations to ensure customer communication standards are maintained
- Support company initiatives, process improvements, and technology implementations