Marketing Communication Director jobs in Provo, UT

Director of Call Center Operations

Summary:

Grit Marketing is a thriving and innovative company committed to delivering excellence in the door-to-door sales industry. With a strong track record of growth and a dedicated team, we are determined to make a significant impact in our industry. We are seeking a highly experienced and results-driven Director of Call Center Operations to  join our dynamic team, working closely with the CEO to found and build our call center business. The ideal candidate should possess a minimum of 7 years of proven expertise in managing call centers, team leadership, and pipeline conversion methodology. This role involves overseeing the operations, growth, and strategic development of our call center, driving tangible results aligned with key operating metrics.

Responsibilities:

• Oversee and manage day-to-day call center operations, including employee management, development, & retention, inside sales training, and maintaining high levels of customer service.
• Hire and lead a team of supervisors, developing effective leaders and driving high levels of performance.
• Implement strategies to optimize operational metrics, customer experience, and overall efficiency within the call center.
• Collaborate with marketing partners as they design and execute marketing and SEO initiatives aimed at generating inbound call center leads.
• Work closely with multiple partner companies to maximize the impact as we scale, developing and maintaining relationships with key stakeholders.
• Forecast staffing needs and scale the team based on seasonal variations and business growth projections.
• Regularly analyze performance metrics and generate reports to assess the effectiveness of call center conversion metrics. Collaborate closely with the Sales and Marketing departments as they launch initiatives.
• Report directly to the CEO of Grit Companies, providing regular updates on call center performance and strategic initiatives.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field (Master’s degree preferred).
• Proven track record of at least 7 years in managing call centers, with a proven track record of increasing and maintaining key operating metrics, employee hiring / development / retention, and implementing best-in-class conversion methodology.
• Excellent leadership and decision-making skills with the ability to operate autonomously.
• Strategic thinker with exceptional communication, negotiation, and interpersonal skills.
• Ability to thrive in a fast-paced environment and adapt to changing business needs.
• Proficiency in using CRM software and other relevant tools for call center conversion analytics.

Salary: Depending on Experience (DOE)

Join our team and lead the charge in shaping the growth and success of our call center!