Director of Call Center, Centerfield
$80-110k
+ Offers Bonus + Variable commission
Customer acquisition enablement platform
Be an early applicant
Customer acquisition enablement platform
1001+ employees
Be an early applicant
$80-110k
+ Offers Bonus + Variable commission
1001+ employees
Company mission
To provide client companies with super-powered customer acquisition tools, boosting sales, profitability, growth, and loyalty.
Role
Who you are
- The ideal candidate combines deep call center management experience with a strong command of technology, analytics, and organizational leadership
- Bachelor’s degree preferred
- 5–7 years of experience in call center management, sales operations, or similar leadership roles
- Strong understanding of call center technologies (e.g., CRM, WFM, QA, and analytics platforms) and data visualization tools (e.g., Power BI, Tableau)
- Proven success leading teams through digital transformation, process automation, and performance optimization
- Demonstrated ability to hire, train, and coach top-performing teams while fostering accountability and engagement
- Exceptional organizational skills with a proven ability to manage multiple cross-functional initiatives simultaneously
- Analytical, data-driven problem-solver with a big-picture mindset and a passion for leveraging technology to drive business results
- Strong communication and collaboration skills with the ability to influence and execute across departments
What the job involves
- We are seeking a highly skilled, tech-forward Director of Sales Operations to lead our call center sales organization and drive operational excellence through data, technology, and process optimization
- This role will oversee daily operations, enhance customer service quality, and implement innovative strategies that maximize performance, efficiency, and scalability
- Oversee daily call center operations, ensuring a seamless workflow, optimized system performance, and superior customer experiences
- Manage and motivate sales teams to achieve and exceed sales targets and call center KPIs
- Leverage CRM and call analytics platforms (e.g., Twilio, Five9, Looker, NICE, Talkdesk) to monitor and analyze performance data, identify trends, and implement improvement strategies
- Lead, mentor, and develop a diverse team of sales managers and representatives, fostering a high-performance, tech-enabled culture
- Conduct data-driven performance reviews, providing actionable feedback and coaching for professional growth
- Oversee workforce management systems, including staffing models, scheduling automation, and predictive analytics to ensure optimal coverage
- Manage to cost KPIs such as retention, labor efficiency, and cost-per-sale metrics using advanced reporting tools and dashboards
- Identify opportunities for automation and process improvement to drive cost savings across all call centers
- Partner with recruiting and onboarding teams to design data-informed hiring strategies that improve time-to-productivity and talent retention
- Implement AI technology-driven quality assurance (QA) programs that combine quantitative metrics with qualitative insights
- Monitor service delivery through QA software and analytics dashboards to maintain consistent, high-quality interactions
- Collaborate with training and development (T&D) teams to identify skills gaps and implement continuous learning programs through digital learning platforms
- Maintain and enhance protocols for managing customer inquiries, complaints, and escalations using workflows and escalation tracking tools
- Ensure teams remain up to date on products, services, compliance, and industry innovations through tech-enabled learning systems (LMS)
- Design and implement digital training initiatives to enhance staff skills and adaptability to evolving tools and technologies
- Partner with HR to develop data-driven workforce development and career growth programs that promote long-term employee engagement
- Translate complex operational and technology processes into clear, actionable communication for staff and leadership
- Collaborate with IT, Product, and Data teams to integrate call center technologies, improve reporting accuracy, and streamline system workflows
- Act as a strategic liaison between operations, product, and technology to identify and deploy tools that enhance efficiency and performance visibility
- Stay current on emerging technologies, AI solutions, and industry best practices to maintain a competitive edge and a continuous improvement culture
Our take
Centerfield supplies an owned and operated web sites and technology platform, Dugout, to automate end-to-end customer acquisition for personalized shopping experiences across business, insurance, residential, and eCommerce.
Specializing in customer acquisition, the company's system measures online interactions and click-to-call performance, tests and reports on customer experiences, and automates ad and bid optimization. Clients enjoy increases to activation rates and productivity, as well as access to new revenue.
Centrefield continues to bolster its offerings through smart acquisitions, that allow it to serve additional industries as it expands. The company has supported a range of different clients including household brands such as AT&T and Macy’s.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (1 round)
Jan 2017
$156m
GROWTH EQUITY VC
Total funding: $156m
Company benefits
- Semi-Annual Bonuses
- Family Planning Benefits
- $500 WFH Stipend
- Flexible PTO
- Company 401k Match
- Fitness Reimbursement
- Learning & Development
- Mental Health Support
- Health, Vision, and Dental Benefits
Company HQ
Playa Vista, Los Angeles, CA
Leadership
Brett Cravatt
(Co-CEO)They worked as an Attorney as Loeb & Loeb for a year before spending a decade as COO and CEO of Vendare and WebYES! respectively.
Jason Cohen
(Co-CEO)They started their career as a Sales Executive at DoubleClick before founding and exiting from several successful Performance Marketing companies.
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