MTM LLC

Director, Call Center Operations

MTM LLC

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Salary

💰 $130,000 - $170,000 per year

Job Level

Lead

About the role

  • Oversee the entire call center operation, managing a team of sales agents responsible for generating new business and driving sales over the phone.
  • Set strategic direction, optimize processes, and ensure the team consistently meets or exceeds lead generation and revenue goals.
  • Design and implement effective call center strategies for inbound and outbound lead generation.
  • Monitor key performance indicators (KPIs), analyze performance, and implement improvement strategies.
  • Provide ongoing training, coaching, and mentoring to call center agents to improve sales skills and conversion rates.
  • Continuously evaluate and refine call center processes, technology, and workflows to maximize efficiency and customer experience.
  • Collaborate with sales and marketing teams to ensure seamless lead handoff and alignment of strategies.
  • Ensure high standards of professionalism and customer value on every call.
  • Regularly analyze and report on call center performance, lead quality, and revenue generation to senior leadership.
  • Oversee the call center budget and allocate resources effectively while controlling costs.

Requirements

  • Proven experience managing a call center team, ideally in a sales-driven environment (preferably in construction, home services, or a similar industry).
  • Strong leadership and team management skills, with a focus on performance coaching, mentoring, and motivating teams to meet and exceed goals.
  • Experience with lead generation, sales funnels, and optimizing conversion rates in a call center setting.
  • Data-driven approach with the ability to analyze performance metrics, identify trends, and implement improvements.
  • Excellent communication and interpersonal skills, with the ability to work cross-functionally with other departments.
  • Strong problem-solving and conflict-resolution skills, especially in high-pressure situations.
  • Familiarity with call center software and CRM systems (Salesforce, Five9, etc.).
  • Experience developing and implementing call scripts, sales training programs, and process optimizations.
  • Ability to thrive in a fast-paced, high-volume environment, balancing short-term goals with long-term objectives.