Call Center Director
WeatherTech is seeking a well-qualified Call Center Director to build and scale a high-performing call center that enhances efficiency, accelerates revenue, and delivers a premium customer experience through innovative, technology-driven engagement across retail and wholesale channels.
As a Call Center Director, you will
- Lead day-to-day performance of a 75-person call center to ensure smooth operations and adherence to company policies
- Hire, develop, and coach call center representatives, providing guidance on customer service, sales techniques, and problem resolution, establishing a performance-driven, accountable culture
- Drive and improve KPI performance (orders taken, conversion rate, AOV/pieces per order, attach rates, and call efficiency metrics)
- Develop and implement automation, reporting, and workflow improvements
- Implement scripts, training, and incentive programs
- Align with Sales & Marketing on promotions and campaigns
- Communicate with the sales team to update customers on all new valuable product information
- Conduct performance evaluations, provide feedback, and motivate staff to achieve individual, team, and company objectives
- Analyze call center metrics and prepare reports for senior management and help implement process improvements to enhance efficiency and service quality
- Create work schedules, manage staffing levels to ensure sufficient coverage to meet service level agreements
- Handle escalated customer complaints and complex service issues that representatives are unable to resolve
- Participate in continuous improvement efforts by making recommendations and implementing solutions as appropriate
- Attend new product training sessions as required
- Follow company safety rules and keep designated work area in a clean and orderly condition
- Perform other duties as assigned
Qualifications
- A minimum of 8+ years of Customer Service management, Supervisory or Operations experience
- Experience leading teams of 50+ representatives
- Track record of improving efficiency and performance at scale
- Proven ability to drive transformation through technology
- Familiar with call center software and phone systems, specifically Salesforce and Genesys
- Strong grasp of conversion optimization, AOV growth, and upsell performance
- Builder mindset with a track record of thriving in transformational environments
- Data-driven, process-oriented operator focused on scalable results
- Proven leader in upgrading talent and driving organizational change
- Must possess professional and concise verbal and written communication skills as well as active listening skills to fully comprehend customer needs
- Strong interpersonal skills to effectively work with customers as well as other departments within the company
- Highly developed sense of integrity and commitment to customer satisfaction
- Proficiency with Microsoft Office and data search/entry
- Must be authorized to work in the United States
Why you’ll love working at WeatherTech
WeatherTech is proud to offer employees a competitive salary and benefits package, opportunities for internal promotions and skill development, and a clean and safe workspace. Employees are offered an array of perks including:
- Outstanding BlueCross BlueShield of Illinois medical plans; as well as dental, vision, short and long term disability, and company-paid life insurance
- 401(k) with employer matching
- Paid vacation, holidays, and personal time