Director, Contact Center

Jacuzzi Group

Director of Contact Center leading performance and reporting for Jacuzzi Bath Remodel Contact Center. Optimizing operations and driving key metrics to enhance customer satisfaction.

Posted 7/25/2026full-timeRemote • 🇺🇸 United StatesLead💰 $131,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in optimizing contact center operations and performance, with a strong focus on key performance indicators (KPIs) such as contact rate, conversion rate, and speed-to-lead. Proven leadership in building and scaling teams while fostering a positive culture aligned with organizational values.

Highest-signal resume keywords

Contact Center Operations ManagementKPI OptimizationTeam LeadershipPerformance AnalyticsRecruitment and Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Rate OptimizationConversion Rate ImprovementPerformance ReportingBudget ManagementData Analysis

Soft Skills

LeadershipAnalytical ThinkingCommunicationCultural DevelopmentEmployee Motivation

Tools & Technologies

CRMDialer SystemsWorkforce Management SoftwareQuality Assurance Tools

Industry Keywords

Contact CenterLead-to-Appointment ConversionPerformance MetricsCustomer ServiceMarket Recovery

About the role

Key responsibilities & impact

Holds total responsibility for the operations, performance, and reporting of the Jacuzzi Bath Remodel Contact Center.
Optimize contact center operations, personnel, and technology to maximize contact rate, conversion, and appointment-set performance.
Build a positive culture grounded in Jacuzzi's core values.
Requires proven leadership, sharp analytical instincts, and relentless focus on the metrics that drive lead-to-appointment conversion.
Ideal candidate has built and scaled contact centers from the ground up and has led teams of 20-100 employees.
Demonstrated track record of improving contact rate, right-party-contact rate, speed-to-lead, and other core center KPIs.

Requirements

What you’ll need

10+ years of relevant experience, minimum of 5 in a leadership role.
Achieve forecasted issued appointments by location (13 active markets and growing), within budget.
Own and continuously improve core contact center KPIs — contact rate, right-party-contact rate, speed-to-lead, conversion rate, abandonment rate, occupancy, and cost per appointment — setting targets and driving corrective action when performance slips.
Recruit, hire, and train all needed positions across the department.
Implement and continually refine an automated, multi-touch contact cadence (call, email, and text) that maximizes contact rate and conversion from lead to sale.
Develop a high-performing leadership team with a positive culture built on Jacuzzi's core values.
Develop and oversee all department reporting, ensuring KPI dashboards are accurate, timely, and actionable.
Maintain an ongoing focus on evaluating and implementing the right technology (dialer, CRM, workforce management, QA) to maximize contact center performance.
Continually evaluate call center productivity and staffing models to maximize departmental efficiency.
Establish processes to distribute daily, weekly, and monthly performance analysis and updates to senior leadership.
Analyze all department analytics — inbound, outbound, market recovery, conversion rates, customer service, and contact rate trends — to identify root causes and opportunities.
Prepare reporting for the senior leadership team, including budgeting and expense tracking.
Continuously train and develop call center Managers, Supervisors, and Representatives within the department.
Advise senior management on call center and contact rate performance and make and implement recommendations for improvement.
Lead reward and recognition programs that reinforce key behaviors, motivate employees, and increase retention.
Other duties as assigned.

Benefits

Comp & perks

401(k) with matching program
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance