Senior Director, Call Center

Job Description

Job Description

The Senior Director of Call Center 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 Sr. 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. This role works closely with the executive team to ensure alignment with the company's vision, mission, and strategic objectives. The role will report directly into the SVP of Call Center Operations.

What You’ll Do :

Develop and execute outbound dialing strategies to meet revenue, contact, and conversion goals.

Align outbound strategy with company objectives in partnership with executive leadership.

Oversee daily operations of all outbound teams, ensuring speed-to-lead, appointment quality, and lead performance.

Drive a performance-based culture through clear KPIs, dashboards, and coaching for managers and supervisors.

Monitor and optimize dialer technology and CRM analytics to maximize productivity and data integrity.

Ensure compliance with all regulatory requirements (TCPA, DNC).

Partner cross-functionally to enhance scripting, lead routing, and campaign segmentation.

Identify and implement process and technology improvements to increase efficiency and reduce costs.

Strengthen collaboration between call center and sales teams to improve scheduling and product demonstrations.

Recruit, develop, and mentor high-performing leaders; foster engagement and retention across teams.

Maintain an active presence on the sales floor and lead weekly meetings to review performance metrics and initiatives.

Champion change management and cultivate buy-in for new strategies and tools.

What 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 deadlines.

About Us :

Renuity is a national leader in the direct-to-consumer home improvement industry, dedicated to transforming spaces and enhancing lives. As one of the fastest-growing providers in the country, we operate under the Renuity brand and through a network of trusted regional companies—including Mad City Windows & Baths, Pacific Bath, FHIA Remodeling, Statewide Remodeling, MaxHome, Rite Window, and Closet America.

Backed by private equity and fueled by an ambitious growth strategy, Renuity has expanded rapidly through strategic acquisitions. Today, we’re focused on unifying our brands, streamlining operations, and delivering exceptional service to homeowners nationwide. We’ve already helped hundreds of thousands of customers upgrade their homes with quality products and expert installation—at competitive prices.

At Renuity, you’ll join a dynamic, fast-paced, and collaborative team where your work directly contributes to the company’s success. Our people work closely with executive leadership, embrace innovation, and drive real impact. Whether you’re in the field or at HQ, you’ll be part of shaping the future of home improvement—and building a career you can be proud of.

To learn more, visit www.renuityhome.com.

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Renuity 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.com

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