Director, Call Center – Inside Sales

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Dunn Hospitality Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1978

🏨 Hospitality

🏠 Real Estate

🏗️ Construction

Hospitality • Real Estate • Construction

Dunn Hospitality Group is a Midwest-based hotel development and management company that operates franchised and independent properties, including Holiday Inn Express, Hampton Inn, Hilton Home2 Suites, Hilton Garden Inn, and Hyatt Place/Hyatt House in Indiana and Kentucky. The firm provides end-to-end hotel services — hotel management operations, accounting and financial reporting, project development, consulting, sales and marketing, and design and construction — and emphasizes guest experience, facility quality, and associate development. Dunn has owned and operated over 41 hotels historically and is rebuilding its portfolio in strategic Midwest locations.

📋 Description

• Lead, coach, and develop managers, supervisors, and frontline agents • Build a culture of accountability, performance, coaching, and customer focus • Oversee daily inbound and outbound operations • Manage workforce planning, staffing models, scheduling, and forecasting • Improve operational consistency and execution • Optimize lead distribution, queue management, and customer response times • Own and improve key contact center KPIs including appointment generation, lead conversion, outbound productivity, customer engagement, and overall sales performance • Partner with Sales and Marketing leadership to maximize lead quality, conversion rates, and return on marketing investment • Lead the optimization of contact center technology including Five9, CRM platforms, dialers, SMS tools, workforce management systems, and reporting platforms • Collaborate closely with Marketing, Sales, Operations, HR, and IT

🎯 Requirements

• 7+ years of leadership experience in a high-volume contact center, inside sales, or customer acquisition environment • 3+ years leading managers and multi-level teams • Proven success improving conversion rates, operational performance, and revenue growth • Strong workforce management, forecasting, and operational planning experience • Experience with CRM platforms, dialers, workforce management tools, and contact center technologies • Strong analytical, communication, coaching, and change leadership skills • Bachelor's degree preferred; equivalent leadership experience will be considered.

🏖️ Benefits

• Comprehensive health and wellness benefits • Retirement savings programs • Paid time off and holidays • Remote work environment • Significant opportunity for growth and executive visibility