Call Center Director

Director of Sales & Customer Service

Pay Rate:Up to $200,000/year
Location:Saratoga Springs, NY (On-site)
Employment Type:Direct Hire

Education:Bachelor's degree preferred. Must have at least an Associate's degree.
Experience:10+ years of call center/contact center operations management, including 4+ years of multi-site leadership preferred
Skills: Strong leadership, analytical, and cloud-based contact center systems experience required

Our growing client is seeking a strategic and results-oriented Director of Sales & Customer Service to lead contact center operations and drive both customer satisfaction and revenue growth. This is an exciting opportunity for an experienced leader to shape operational strategy, mentor high-performing teams, and build a customer experience that supports long-term business success.

Responsibilities of the Director of Sales & Customer Service will include:

• Lead and oversee sales and customer service operations across the contact center
• Develop and execute strategies to improve customer experience, operational performance, and revenue growth
• Establish, monitor, and analyze key performance metrics to drive continuous improvement
• Partner with cross-functional stakeholders to align customer service initiatives with business objectives
• Coach, mentor, and develop managers and supervisors to maximize employee performance and engagement
• Ensure frontline teams receive the training, tools, and sales coaching needed to deliver exceptional customer experiences
• Monitor operational dashboards and reporting to identify trends, improve efficiency, and increase sales opportunities
• Champion initiatives that position the contact center as a key driver of both revenue and customer satisfaction
• Evaluate and improve systems, workflows, and processes to support scalable growth
• Foster a collaborative, customer-focused culture committed to continuous improvement

Qualifications for the role of Director of Sales & Customer Service:

Required:

• Bachelor's degree preferred. Must have at least an Associate's degree.
• 10+ years of call center or contact center management experience
• Strong analytical skills with the ability to leverage performance metrics to improve operations
• Experience with cloud-based contact center systems
• Excellent leadership, organizational, and project management skills
• Outstanding written and verbal communication skills
• Advanced problem-solving abilities with a data-driven decision-making approach
• Ability to collaborate effectively across multiple business functions

Preferred:

• 4+ years of multi-site leadership experience
• Experience implementing contact center best practices and operational improvements

Benefits:

• Medical, Dental, Vision, Life, Short-Term Disability, and Long-Term Disability Insurance
• Paid Vacation
• Paid Sick Time
• Paid Holidays
• Competitive Benefits Package

About Us:

redShift Recruiting is the region's premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions, connecting skilled professionals with top employers across the region.

To see a full listing of all our open positions, please visit:
https://www.redshiftrecruiting.com/jobs-hiring-near-me