Director of Call Center - B2C
On-site · Orlando, Florida, United States
Job Summary
Oversee a 35-person call center/inside sales team focused on outbound lead qualification and appointment setting; scale the team to 40-50 agents over the next year; manage staffing, monitor call-center metrics, and drive process improvements; operate a tech-heavy stack (Five9, AI grading/QA platform, and logging system); identify strategies to optimize efficiency, productivity, and sales; manage the department budget and resource allocation. The role requires leadership across the call center and agents, strong analytical and data-driven capabilities, and comfort working in a tech-enabled outbound sales environment.
Required Qualifications
- Proven leader in B2C outbound inside sales/appointment-setting environments
- Experience managing leaders
- Strong people leader, analytical, and data-driven personality
- Comfortable in tech-heavy call environments
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