CEO, Co-Founder – Call Center AI
Montauk Capital
AWSAzureCloudGoogle Cloud PlatformKubernetes
Director, Call Center Operations
MTM LLC
full-time
Posted on:
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $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.
