Call Center Director

Company: Renuity, LLC
Location: Dallas
Posted on: May 24, 2025

Job Description:

Renuity is seeking a skilled and experienced Call Center Director to join the team here in Dallas! The Call Center Director role is responsible for leading and scaling outbound contact center activities with a primary focus on sales performance, lead conversion, and customer engagement.This role requires a strategic, data-driven leader with proven experience managing high-volume outbound teams, optimizing campaign performance, and driving operational excellence across multiple teams. The Director will be responsible for executing and leading the call centers inside sales team, confirmation team and dispatch teams to achieve maximum performance and efficiency by implementing coaching and improving overall performance.This role focuses on implementing, executing, and improving call strategies, implementing best practices, and utilizing data-driven insights to enhance overall agent success and effectiveness. The role will report directly into the SVP of Call Center Operations.What You'll Do:Strategic Leadership:

• Develop and execute outbound dialing strategies to achieve revenue, contact rate, and conversion targets
• Collaborate with executive leadership to align outbound strategy with broader organizational goals
• Lead initiatives to improve speed-to-lead, net issued lead performance, and appointment qualityPerformance Management:
  • Drive accountability and a performance-based culture across all outbound teams including dispatchers.
  • Provide regular coaching for frontline managers and supervisors to improve team execution.
  • Establish KPIs and performance dashboards to track agent productivity, contact rates, and close rates.
  • Lead all call center strategies and initiatives for all departments and be prepared to implement operational changes intradayOperational Oversight:
    • Oversee daily operations of outbound teams including setters, confirmers, and dispatchers
    • Monitor and optimize dialer technology performance (e.g., Five9 or equivalent)
    • Ensure compliance with regulatory requirements (e.g., TCPA, DNC)
    • Implement new tools and technologies to enhance productivity and efficiency
    • Adapt to change and foster an environment that creates buy-in around new initiativesProcess and Technology:
      • Partner with Sales, Marketing, and Technology teams to optimize scripting, lead routing, and campaign segmentation
      • Identify and implement process improvements to increase efficiency and reduce call center costs
      • Work closely with the sales team to improve rep scheduling to increase product demonstrations
      • Leverage CRM and dialer analytics to ensure data integrity and lead maximizationTeam Development:
        • Build and maintain a high-performing leadership bench through hiring, coaching, and development
        • Foster a collaborative and motivational culture that drives agent engagement and retention
        • Lead leadership weekly meetings, training sessions, and work closely with other members of the Sr. Leadership Team to speak to performance metricsWhat You'll Bring
          • Bachelor's degree required; MBA or equivalent preferred
          • 8+ years of progressive experience in call center leadership, with at least 5 years in outbound/sales environments
          • Strong analytical and problem-solving skills with experience in data-driven decision-making
          • Proven success managing large-scale outbound teams and hitting aggressive KPIs
          • Proficiency in dialer management software (e.g., Five9, Nextiva, RingCentral)
          • Excellent communication and leadership skills with the ability to work cross-functionally
          • Experience in industries such as home improvement, healthcare, retail, or manufacturing
          • Strong background in business intelligence and reporting tools
          • Ability to multitask and prioritize based on changing demands and deadlinesWhat We O---er:
            • Full bene---ts package including health, vision, dental and 401k match up to 6%
              • PTO and holidays
                • Career AdvancementBenefits:Insurance: Medical insurance (PPO plans), vision insurance, dental insurance, voluntary life insurance, and disability insurance (STD, LTD), Accident Insurance, Critical Illness Insurance, Hospital Indemnity Insurance. Healthcare Flex Spending Account, Dependent Care Flex Spending AccountPaid Holidays & Retirement Plans: 401k MatchingRenuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact Humanresources@renuityhome.com.If you have a question regarding your application, please contact TA@renuityhome.comTo access Renuity's Privacy Policy, please click here:
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Keywords: Renuity, LLC, Mesquite , Call Center Director, Executive , Dallas, Texas