Director, Contact Center

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Jacuzzi Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1956

🏭 Manufacturing

🏗️ Construction

🏨 Hospitality

Manufacturing • Construction • Hospitality

Jacuzzi Group is a company renowned for its innovation and leadership in the wellness and hydrotherapy industry. They offer a wide range of products including hot tubs, swim spas, saunas, and a variety of bathroom fixtures. Their products are designed to provide health benefits such as hydrotherapy for stress relief and post-exercise recovery. Known for their high-performance swim experiences and collaborations with athletes, Jacuzzi continues to innovate with technologies like the SmartTub® system for energy-efficient operation and the integration of infrared and red light therapy in their offerings.

📋 Description

• Holds total responsibility for the operations, performance, and reporting of the Jacuzzi Bath Remodel Contact Center. • Optimize contact center operations, personnel, and technology to maximize contact rate, conversion, and appointment-set performance. • Build a positive culture grounded in Jacuzzi's core values. • Requires proven leadership, sharp analytical instincts, and relentless focus on the metrics that drive lead-to-appointment conversion. • Ideal candidate has built and scaled contact centers from the ground up and has led teams of 20-100 employees. • Demonstrated track record of improving contact rate, right-party-contact rate, speed-to-lead, and other core center KPIs.

🎯 Requirements

• 10+ years of relevant experience, minimum of 5 in a leadership role. • Achieve forecasted issued appointments by location (13 active markets and growing), within budget. • Own and continuously improve core contact center KPIs — contact rate, right-party-contact rate, speed-to-lead, conversion rate, abandonment rate, occupancy, and cost per appointment — setting targets and driving corrective action when performance slips. • Recruit, hire, and train all needed positions across the department. • Implement and continually refine an automated, multi-touch contact cadence (call, email, and text) that maximizes contact rate and conversion from lead to sale. • Develop a high-performing leadership team with a positive culture built on Jacuzzi's core values. • Develop and oversee all department reporting, ensuring KPI dashboards are accurate, timely, and actionable. • Maintain an ongoing focus on evaluating and implementing the right technology (dialer, CRM, workforce management, QA) to maximize contact center performance. • Continually evaluate call center productivity and staffing models to maximize departmental efficiency. • Establish processes to distribute daily, weekly, and monthly performance analysis and updates to senior leadership. • Analyze all department analytics — inbound, outbound, market recovery, conversion rates, customer service, and contact rate trends — to identify root causes and opportunities. • Prepare reporting for the senior leadership team, including budgeting and expense tracking. • Continuously train and develop call center Managers, Supervisors, and Representatives within the department. • Advise senior management on call center and contact rate performance and make and implement recommendations for improvement. • Lead reward and recognition programs that reinforce key behaviors, motivate employees, and increase retention. • Other duties as assigned.

🏖️ Benefits

• 401(k) with matching program • Dental insurance • Health insurance • Health savings account • Life insurance • Paid time off • Vision insurance