Call Center Director

Job Description

Job Description

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