Director of Internal Sales

Director of Contact CenterSince 2009, the mission of U.S. LawShield remains unchanged. We believe in preserving freedom for good by educating our 700,000+ members and 6,000+ industry partners in self-defense law, empowering them to handle critical, life-threatening situations with confidence; protecting them from potential injustices in the legal system after acts of self-defense, and challenging the status quo regarding the affordability of legal defense. Our higher purpose is to create a united community of responsible individuals who believe in liberty and the inalienable right of self-defense.We are looking for an experienced Contact Center Director that’s not afraid to learn new things and challenge themselves. So, if you are a passionate self-starter and eager to make an impact, please submit your application today!Position SummaryThe Director will collaborate closely with key stakeholders to ensure that our members and customers are receiving the brand-promised service and sales experiences. The Director of our Internal Sales team is responsible for overseeing the management of call center service levels, quality, operational, and business growth key performance indicators. This role is responsible for the performance management of the current contact center team, including inbound and outbound call center and social media teams, while partnering with senior stakeholders on the development and implementation of additional customer support and revenue streams.Why Work at U.S. LawShield?Nation’s largest defense for self-defense organization with 700,000+ members and 6,000+ industry partners in 46 states15 days paid time off per calendar yearFree U.S. LawShield membership for all eligible employeesMedical, Dental, Vision and additional supplemental coverages401(K)Here’s What You’ll Be DoingHire and lead a world-class team focused on delivering a unique, differentiated customer experience to new prospects and existing customersMaintain effective internal and external Quality Assurance (QA) programs fostering continuous improvementFacilitate the achievement of sales metrics by communicating expectations, influencing, and holding all leaders accountable for the sales performance and behaviors of the entire team; including Sales, Saves, and Upsells.Develop long-term service and sales strategies and manage the execution of short-term tactical plansHelp lead Enterprise-wide initiatives to advance performance in the current contact center, as well as future contact center endeavorsDrive continuous improvement in staff performance including providing actionable feedback, coaching, professional development, and change managementEnsure proper staffing, training and retention, consistent processes and procedures implementation, and achievement of operational objectives.Work in a consultative fashion with other department heads as a customer and agent advocateHere’s What You’ll BringProven track record of developing a strong corporate culture that celebrates winning.Proven experience managing metrics, ensuring member satisfaction, and reporting statistical performance levels related to contact centerExperience leading contact center teams responsible for supporting phone, email, and social media channels for both inbound and outbound.Highly collaborative, analytical, and customer experience focusedStrong presentation, written, and verbal communication skillsAbility to build trusting and professional relationships with colleaguesComputer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM experience preferred)Experience designing and tracking customer journeysP&L responsibility7+ years of manager/director level experience in a contact center environmentExperience coaching and professionally developing direct reports and teamsProperty and Casualty Insurance License or the ability to attain oneBachelor’s Degree preferredSupervisory ResponsibilitiesProvide dynamic leadership that mentors and guides up to 100+ call center agents and management teamOversees hiring managers for the onboarding of new personnel for all contact center rolesOversees the schedules and work of assigned contact center personnelHandles discipline and termination of contact center personnel as needed, following company policy

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