DaBella
Call Center Director
DaBella, Austin, TX
Description
**This is an ON-SITE role in Austin, Texas**
At DaBella, we strive to transform the home improvement industry by delivering high-quality solutions and caring for our customers. Our call centers are the heart of our success, connecting potential customers with the services necessary to care for their homes. We're seeking a dynamic leader with proven leadership ability in a call center environment to oversee our lead generation and ensure they perform at the highest level to propel company growth and expansion.
As the Call Center Director, you will lead and shape the direction of our call center operations across three call centers nationwide, driving performance in lead generation, and connecting our customers with home improvement solutions.
Key Responsibilities:
• Nationwide Operations Management: Lead and manage operations for multiple call centers across the country, ensuring alignment with business goals and consistency in performance
• Lead Generation Strategy: Develop and implement effective strategies to maximize qualified lead generation, leveraging data-driven insights and industry best practices
• Engagement and Retention: Evaluates, implements, and communicates strategies to improve new hires and current employee engagement and development
• Team Leadership: Recruit, train, and mentor high-performing teams of leadership members and agents, fostering a culture of excellence, growth and development
• Strategic Business Partner: Collaborates with leadership to assist in achieving mission and objectives through learning and performance management services. Anticipates business needs and recommends effective solutions. Coaches senior and mid-level managers and provides them recommendations for action to improve overall performance
• Performance Optimization: Establish and monitor KPIs across all locations, analyzing trends and implementing improvements to achieve business goals
• Collaboration: Establish strong relationships with other operational departments, C-suite, and sales team to ensure alignment in vision and drive results
Qualifications:
• Proven experience leading high-performing call centers focused on lead generation
• Aptitude for motivating and influencing others through a significant level of connection and trust
• Exceptional leadership and team-building skills to drive results.
• Proficiency with CRM platforms and performance analytics tools.
• Track record of exceeding sales and conversion KPIs.
• Ability to develop and execute strategic plans to optimize operations.
• Strong communication and problem-solving skills.
• Bachelor's degree in Business, Marketing, or related field (preferred)
Benefits:
• Employees and their families are eligible to enroll in:
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Company Sponsored Life Insurance
• Supplemental Life Insurance
• Long-term and short-term disability
• Accident protection
• Employee assistance program - access to counseling services and other tools to improve work/family/life balance
• Pet Insurance for your furry family member
• 401k plan
• Additional Insurance Programs include:
• UHC Rewards
• Rally Health
• One Pass Select (gym membership subscription)
Additional Perks:
• VPTO (Volunteer paid time off) year-round incentives to give back to your local community
• Personal/Professional Development - we provide books, courses, and opportunities to attend leadership conferences
• Relocation opportunities to other branches across the nation
Each DaBella Employee receives:
• 80 hours of Paid Time Off annually with incremental increases
• 6 paid holidays during a calendar year effective day one of employment
Since 2011, DaBella has become one of the largest home improvement services companies in the United States, currently having 53 branches in 20 states. We continue our rapid expansion because we believe a larger footprint means that more will benefit from how we serve homeowners. Our core purpose is to care for families and their homes. We strive to provide the best customer experience and the best environment for our growing workforce.
DaBella is a values-focused company that works for people who want to work to help others create value. The kind of company people want to work with and work for. We do it differently than most.
Change is constant, but our values remain steadfast: We Lead, We Care, We Grow.
For more information, please visit DaBella.us
**This is an ON-SITE role in Austin, Texas**
At DaBella, we strive to transform the home improvement industry by delivering high-quality solutions and caring for our customers. Our call centers are the heart of our success, connecting potential customers with the services necessary to care for their homes. We're seeking a dynamic leader with proven leadership ability in a call center environment to oversee our lead generation and ensure they perform at the highest level to propel company growth and expansion.
As the Call Center Director, you will lead and shape the direction of our call center operations across three call centers nationwide, driving performance in lead generation, and connecting our customers with home improvement solutions.
Key Responsibilities:
• Nationwide Operations Management: Lead and manage operations for multiple call centers across the country, ensuring alignment with business goals and consistency in performance
• Lead Generation Strategy: Develop and implement effective strategies to maximize qualified lead generation, leveraging data-driven insights and industry best practices
• Engagement and Retention: Evaluates, implements, and communicates strategies to improve new hires and current employee engagement and development
• Team Leadership: Recruit, train, and mentor high-performing teams of leadership members and agents, fostering a culture of excellence, growth and development
• Strategic Business Partner: Collaborates with leadership to assist in achieving mission and objectives through learning and performance management services. Anticipates business needs and recommends effective solutions. Coaches senior and mid-level managers and provides them recommendations for action to improve overall performance
• Performance Optimization: Establish and monitor KPIs across all locations, analyzing trends and implementing improvements to achieve business goals
• Collaboration: Establish strong relationships with other operational departments, C-suite, and sales team to ensure alignment in vision and drive results
Qualifications:
• Proven experience leading high-performing call centers focused on lead generation
• Aptitude for motivating and influencing others through a significant level of connection and trust
• Exceptional leadership and team-building skills to drive results.
• Proficiency with CRM platforms and performance analytics tools.
• Track record of exceeding sales and conversion KPIs.
• Ability to develop and execute strategic plans to optimize operations.
• Strong communication and problem-solving skills.
• Bachelor's degree in Business, Marketing, or related field (preferred)
Benefits:
• Employees and their families are eligible to enroll in:
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Company Sponsored Life Insurance
• Supplemental Life Insurance
• Long-term and short-term disability
• Accident protection
• Employee assistance program - access to counseling services and other tools to improve work/family/life balance
• Pet Insurance for your furry family member
• 401k plan
• Additional Insurance Programs include:
• UHC Rewards
• Rally Health
• One Pass Select (gym membership subscription)
Additional Perks:
• VPTO (Volunteer paid time off) year-round incentives to give back to your local community
• Personal/Professional Development - we provide books, courses, and opportunities to attend leadership conferences
• Relocation opportunities to other branches across the nation
Each DaBella Employee receives:
• 80 hours of Paid Time Off annually with incremental increases
• 6 paid holidays during a calendar year effective day one of employment
Since 2011, DaBella has become one of the largest home improvement services companies in the United States, currently having 53 branches in 20 states. We continue our rapid expansion because we believe a larger footprint means that more will benefit from how we serve homeowners. Our core purpose is to care for families and their homes. We strive to provide the best customer experience and the best environment for our growing workforce.
DaBella is a values-focused company that works for people who want to work to help others create value. The kind of company people want to work with and work for. We do it differently than most.
Change is constant, but our values remain steadfast: We Lead, We Care, We Grow.
For more information, please visit DaBella.us