Job Title: Director of Sales & Customer Service (Contact Center)
Company: Client of Brave New World Search Group
Location: Saratoga Springs, NY Hybrid • Full-time
Company Overview
Our client is a vertically integrated real estate operator with a significant multi-market presence across the U.S. and Canada. The organization is rapidly scaling and places a strong emphasis on data, customer experience, and operational excellence.
Role Summary
Lead a high-velocity, revenue-generating contact center that supports a nationwide portfolio. You will be responsible for sales conversion and customer experience from strategy to execution, overseeing people, processes, and platforms while fostering a best-in-class culture across inbound, outbound, chat, email, and SMS. This is an onsite leadership role working closely with a team of 50-60 contact center professionals.
What You’ll Do
- Own the Numbers: Set and achieve monthly/quarterly sales and retention targets (conversion, revenue per inquiry, upsell/ancillary attach, churn).
- Run the Center: Manage day-to-day operations, workforce management, quality assurance/control, and performance coaching for supervisors and agents.
- Scale Revenue Programs: Develop, test, and refine pricing strategies, promotions, and retention initiatives; create effective talk tracks and objection handling techniques.
- Data-Driven Management: Establish dashboards and reporting cadences for KPIs (Contact Conversion, AHT, FCR, CSAT/NPS, Occupancy, Adherence, Shrink).
- Journey & Customer Experience: Enhance response times, service level agreements, and handoffs across all communication channels; bridge gaps between sales and service functions.
- Enable the Team: Drive the development of playbooks, training programs, certification paths, and coaching; recruit and nurture leaders within the organization.
- Tech & Tools: Manage the roadmap for CCaaS/CRM/WFM/QM tools (e.g., Five9/Genesys/NICE, Salesforce/HubSpot/Zendesk); improve reporting and call scoring processes.
- Cross-Functional Collaboration: Work closely with Marketing (demand generation/lead quality), Operations (field handoff), and Finance (forecasting/budget).
- Governance: Ensure compliance with scripting standards and maintain consistent documentation and billing practices.
KPIs You’ll Own
- Lead-to-booking/lease conversion rate
- Revenue per inquiry / ancillary attach rate
- CSAT/NPS, FCR, and response SLAs
- Average Handle Time (AHT), schedule adherence, and productivity
- Churn/retention and save-rate
Qualifications
- Bachelor’s degree in Business or a related field (MBA preferred).
- 10+ years of experience in contact center or inside sales leadership, including multi-site or multi-channel management; at least 4+ years leading managers/supervisors.
- Proven success in enhancing conversion rates and customer experience through rigorous KPI management.
- Strong analytical skills with advanced proficiency in Excel/BI and experience in building dashboards.
- Hands-on experience with cloud contact center platforms (CCaaS), CRM, WFM, and QM tools.
- Exceptional communication, hiring, and coaching abilities; thrives in a fast-paced growth environment.
Benefits & Perks
- Competitive compensation; medical, dental, vision, life insurance, STD/LTD; paid vacation, sick time, and holidays; 401(k) with company match.
Apply: Send your resume to cghamilton@bnwservices.com with the subject “Director of Sales & Customer Service — Saratoga Springs.”