Director of Contact Center Operations

About Jacuzzi Group

Established in 1956, Jacuzzi® Brand has evolved into Jacuzzi Group, a leading manufacturer of practical home and outdoor space products available in over 60 countries. Jacuzzi Bath Remodel, a rapidly expanding division of Jacuzzi Group, has successfully opened 13 locations nationwide within five years by combining premium materials, expert sales teams, certified installers, and over seven decades of proven excellence to provide superior customer satisfaction.

Role Overview

The Director of Contact Center is responsible for overseeing all aspects of operations, performance, and reporting within the Jacuzzi Bath Remodel Contact Center. This fast-paced, KPI-driven leadership role focuses on optimizing personnel, technology, and processes to enhance contact rates, conversion, and appointment-setting effectiveness while fostering a positive culture aligned with Jacuzzi’s core values. The role demands hands-on leadership, sharp analytical insights, and a strong commitment to metrics that drive lead-to-appointment conversion.

Key Responsibilities

• Manage and achieve targeted appointment volumes across 13 active and growing market locations, ensuring adherence to budget.
• Monitor and continuously enhance core contact center performance metrics, including contact rate, right-party contact rate, speed-to-lead, conversion rate, abandonment rate, occupancy, and cost per appointment.
• Recruit, onboard, and train all necessary personnel within the department.
• Design and implement an automated, multi-channel contact strategy incorporating calls, emails, and texts to maximize lead engagement and sales conversion.
• Build and develop a highly effective leadership team that embodies Jacuzzi’s values and fosters a positive work environment.
• Oversee comprehensive reporting mechanisms, maintaining accurate, timely, and actionable KPI dashboards.
• Evaluate and adopt appropriate technology platforms such as dialers, CRM systems, workforce management, and quality assurance tools to optimize contact center operations.
• Continuously analyze staffing and productivity models to improve efficiency.
• Distribute regular performance analyses and updates to senior leadership on daily, weekly, and monthly schedules.
• Conduct deep analytics on inbound and outbound metrics, market recovery, service quality, and trend identification to uncover root causes and improvement opportunities.
• Prepare detailed financial and operational reports for senior management, including budgeting and expense monitoring.
• Provide ongoing training and professional development for managers, supervisors, and representatives.
• Advise executive leadership on contact center performance and implement strategies for improvement.
• Lead incentive and recognition programs to motivate employees and enhance retention.

Required Qualifications & Skills

• Minimum 10 years of relevant experience, with at least 5 years in a leadership capacity overseeing teams ranging from 20 to 100 employees.
• Proven expertise in building and scaling contact centers, with a strong record of improving key metrics such as contact and conversion rates.
• Comprehensive knowledge of contact center KPIs and the operational drivers behind them.
• Proficiency with call center technologies including manual and predictive dialers, CRM, workforce management, and quality assurance systems.
• Exceptional leadership, coaching, mentoring, organizational, and problem-solving abilities.
• Excellent analytical, communication, interpersonal, and project management skills.
• Experience with campaign management, list strategy, pacing, and regulatory compliance in outbound calling contexts.

Compensation and Benefits

Salary commensurate with experience, starting at $131,000 with bonus opportunities.

• 401(k) plan with company matching
• Comprehensive health insurance including dental and vision coverage
• Health savings account (HSA)
• Life insurance
• Paid time off