Job Description
Job Description
Job Title : Director of Sales & Customer Service (Contact Center)
Company : Client of Brave New World Search Group
Location : Saratoga Springs, NY Hybrid
Company Overview
Our client is a vertically integrated real estate operator with a significant multi-market presence across the U.S. and Canada. The organization is rapidly scaling and places a strong emphasis on data, customer experience, and operational excellence.
Role Summary
Lead a high-velocity, revenue-generating contact center that supports a nationwide portfolio. You will be responsible for sales conversion and customer experience from strategy to execution, overseeing people, processes, and platforms while fostering a best-in-class culture across inbound, outbound, chat, email, and SMS. This is an onsite leadership role working closely with a team of 50-60 contact center professionals.
What You’ll Do
Own the Numbers : Set and achieve monthly / quarterly sales and retention targets (conversion, revenue per inquiry, upsell / ancillary attach, churn).Run the Center : Manage day-to-day operations, workforce management, quality assurance / control, and performance coaching for supervisors and agents.Scale Revenue Programs : Develop, test, and refine pricing strategies, promotions, and retention initiatives; create effective talk tracks and objection handling techniques.Data-Driven Management : Establish dashboards and reporting cadences for KPIs (Contact → Conversion, AHT, FCR, CSAT / NPS, Occupancy, Adherence, Shrink).Journey & Customer Experience : Enhance response times, service level agreements, and handoffs across all communication channels; bridge gaps between sales and service functions.Enable the Team : Drive the development of playbooks, training programs, certification paths, and coaching; recruit and nurture leaders within the organization.Tech & Tools : Manage the roadmap for CCaaS / CRM / WFM / QM tools (e.g., Five9 / Genesys / NICE, Salesforce / HubSpot / Zendesk) ; improve reporting and call scoring processes.Cross-Functional Collaboration : Work closely with Marketing (demand generation / lead quality), Operations (field handoff), and Finance (forecasting / budget).Governance : Ensure compliance with scripting standards and maintain consistent documentation and billing practices.KPIs You’ll Own
Lead-to-booking / lease conversion rateRevenue per inquiry / ancillary attach rateCSAT / NPS, FCR, and response SLAsAverage Handle Time (AHT), schedule adherence, and productivityChurn / retention and save-rateQualifications
Bachelor’s degree in Business or a related field (MBA preferred).10+ years of experience in contact center or inside sales leadership, including multi-site or multi-channel management; at least 4+ years leading managers / supervisors.Proven success in enhancing conversion rates and customer experience through rigorous KPI management.Strong analytical skills with advanced proficiency in Excel / BI and experience in building dashboards.Hands-on experience with cloud contact center platforms (CCaaS), CRM, WFM, and QM tools.Exceptional communication, hiring, and coaching abilities; thrives in a fast-paced growth environment.Benefits & Perks
Competitive compensation; medical, dental, vision, life insurance, STD / LTD; paid vacation, sick time, and holidays; 401(k) with company match.Apply : Send your resume to cghamilton@bnwservices.com with the subject “Director of Sales & Customer Service — Saratoga Springs.”
