Director of Customer Contact Operations

We are a fast growing US based company building a high performance outbound sales call center. The team will handle both cold and warm calls into the United States, selling directly to consumers. Our goal is to scale this center to 100+ agents over the next 12 to 24 months and make it the engine of our growth.
What You Will Own

1. Hire and build the team
   Own the full hiring funnel for agents, team leads, and future floor managers, working with internal recruiters and making final hiring decisions.
   
2. Scale and manage performance
   Run the floor during shifts, drive core KPIs (dials, contacts, talk time, appointments or sales, conversion rate) and hold team leads and agents accountable to clear targets.
   
3. Execute training and quality
   Use existing and help improve onboarding, scripts, rebuttals, and QA processes to ramp new hires quickly, review calls regularly, and coach team leads on how to improve their teams.
   
4. Handle operations and scheduling
   Set and manage shift schedules, attendance, adherence to US hours, and correct use of the dialer, CRM, and lead lists, while keeping data and dispositions clean.
   

Report and communicate with US leadership
Act as the single point of contact for the India call center, sending clear weekly updates on headcount, hiring pipeline, performance trends, and any issues or risks.

1. Deep call center leadership experience
   At least 7 years in call center or BPO operations with 3 to 5 years managing outbound sales teams calling the US and direct responsibility for a floor of at least 40 reps.
   
2. Proven hiring and scaling track record
   Demonstrated success hiring, ramping, and retaining outbound sales agents and team leads in volume, ideally scaling a team toward 80 to 100 seats.
   
3. Strong grasp of outbound sales and tools
   Solid understanding of outbound sales metrics and levers, with hands on experience using dialers and CRMs in a high volume environment.
   
4. Communication and coaching strength
   Excellent spoken and written English and the ability to coach agents on accent, tonality, call control, and following scripts without sounding robotic.
   
5. Builder mindset and ownership
   Comfortable working a permanent night shift, taking full ownership of results, making tough calls on performance, and treating the center as your own business unit.

• Opportunity to use your experience and judgment to build a high-performing outbound sales team from the ground up.
• Significant ownership and autonomy in shaping the culture, standards, and leadership bench of a 100+ seat call center.

• Professional development support, including training, tools, and resources to help you build and manage a world class team.