Call Center Director in St. Cloud, Minnesota at YOUR HOME IMPROVEMENT CO

Call Center Director

Salary range $130-$170k (inc. bonus based)

Your Home Improvement Company is seeking a strategic, results-driven Call Center Leader with 10+ years of progressive experience in call center operations, KPI tracking, and team leadership. This role is responsible for leading the call center in St. Cloud, MN, driving excellence, and implementing strategies that improve customer experience, employee engagement, and overall business performance and revenue.

The ideal candidate is an experienced people leader with a strong background in performance management, workforce optimization, and process improvement strategies.

Key Responsibilities

Operational Leadership

• Lead and oversee daily call center operations across multiple teams, departments, or locations. Oversee 30+ employees, including Supervisors and call center Agents
• Develop and execute operational strategies that align with organizational goals and customer experience standards
• Drive continuous improvement initiatives focused on efficiency, quality, service delivery, and cost management
• Monitor and analyze KPIs, trends, and performance metrics to identify opportunities for improvement. KPIs include, cost-per opportunity, speed to lead, conversion rate, service levels, etc.

Team Leadership & Development

• Provide leadership, coaching, and mentorship to supervisors and frontline staff
• Ensure training methodologies are being executed/trained
• Build and sustain a high-performance culture focused on accountability, collaboration, and employee engagement
• Foster a positive and inclusive work environment that supports retention and a positive culture

Strategic Planning & Analytics

• Utilize workforce management data, reporting tools, and analytics to optimize staffing and operational performance
• Prepare executive-level reports and presentations on operational results, trends, and strategic initiatives
• Manage departmental budgets, forecasting, and resource planning
• Identify and implement technology solutions and process automation opportunities to improve efficiency

• Bachelor’s degree in business administration, Communications, Management, or related field preferred
• Minimum of 10 years of call center or contact center experience
• Minimum of 5 years in a leadership or management role overseeing large teams
• Proven experience managing supervisors, managers, and multi-functional customer service teams
• Proven experience implementing, optimizing, and managing call center technologies and software platforms
• Strong understanding of workforce management, call center technologies, and customer experience strategies
• Demonstrated success improving operational performance and employee engagement
• Advanced proficiency in CRM systems, reporting tools, and Microsoft Office Suite

Your Home Improvement Company is an Equal Opportunity Employer