Director, Call Center

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November 20

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Centerfield

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Marketing • B2B • Digital Media Services

Centerfield is a marketing and customer acquisition company that partners with 25% of Fortune 100 brands to boost their customer base through digital media. The company offers marketing and sales services, and its proprietary audience solutions help brands reach over 200 million in-market shoppers. Centerfield focuses on leveraging its digital brands to enhance brand consideration and customer loyalty, helping its clients increase sales and improve productivity. Known for its fast and robust services, Centerfield has been a go-to partner for Fortune 100 companies, offering significant returns on investment and serious growth opportunities.

1001 - 5000 employees

🤝 B2B

💰 $136M Debt Financing on 2017-02

📋 Description

• Oversee daily call center operations, ensuring a seamless workflow, optimized system performance, and superior customer experiences. • Manage and motivate sales teams to achieve and exceed sales targets and call center KPIs. • Leverage CRM and call analytics platforms (e.g., Twilio, Five9, Looker, NICE, Talkdesk) to monitor and analyze performance data, identify trends, and implement improvement strategies. • Lead, mentor, and develop a diverse team of sales managers and representatives, fostering a high-performance, tech-enabled culture. • Conduct data-driven performance reviews, providing actionable feedback and coaching for professional growth. • Oversee workforce management systems, including staffing models, scheduling automation, and predictive analytics to ensure optimal coverage. • Manage to cost KPIs such as retention, labor efficiency, and cost-per-sale metrics using advanced reporting tools and dashboards. • Identify opportunities for automation and process improvement to drive cost savings across all call centers. • Implement AI technology-driven quality assurance (QA) programs that combine quantitative metrics with qualitative insights. • Monitor service delivery through QA software and analytics dashboards to maintain consistent, high-quality interactions. • Collaborate with training and development (T&D) teams to identify skills gaps and implement continuous learning programs through digital learning platforms. • Partner with HR to develop data-driven workforce development and career growth programs that promote long-term employee engagement. • Collaborate with IT, Product, and Data teams to integrate call center technologies, improve reporting accuracy, and streamline system workflows.

🎯 Requirements

• Bachelor’s degree preferred. • 5–7 years of experience in call center management, sales operations, or similar leadership roles. • Strong understanding of call center technologies (e.g., CRM, WFM, QA, and analytics platforms) and data visualization tools (e.g., Power BI, Tableau). • Proven success leading teams through digital transformation, process automation, and performance optimization. • Demonstrated ability to hire, train, and coach top-performing teams while fostering accountability and engagement. • Exceptional organizational skills with a proven ability to manage multiple cross-functional initiatives simultaneously. • Analytical, data-driven problem-solver with a big-picture mindset and a passion for leveraging technology to drive business results. • Strong communication and collaboration skills with the ability to influence and execute across departments.

🏖️ Benefits

• Competitive salary + variable commission • Unlimited PTO – take a break when you need it! • Industry-leading medical, dental, and vision plans + generous parental leave • 401(k) company match plan – fully vested on day 1 • Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA) • Career growth – we enjoy promoting from within!