Great Day Improvements - Vice President Call Center Operations
As the VP of Call Center Operations, you will develop and lead a national, multi-brand call center team for a direct-to-consumer home remodeling business. This position requires building and executing strategies, tools, and processes that enhance customer experience, improve lead generation, and support a 7-day-a-week, multi-time zone operation. The VP will ensure that call center operations align with distinct brand identities while improving overall Great Day performance. Focus areas include team development, data-driven decision-making, cost-effective operations, and delivering high-quality leads for sales success. This leader will be well-versed in call center technology such as telephony, texting/chat, video, and CRM integration.
Responsibilities Develop and implement a unified call center strategy that supports Great Day’s framework while respecting brand-specific goals.Launch call center software and supporting systems to allow for a centralized approach, leveraging best practices and creating a center of excellence.Lead a large, multi-time zone call center operation to deliver exceptional customer service and generate, qualify and book quality leads across all regions.Build and gain support for a Great Day cross-brand approach to call center operations, ensuring collaboration across all brands.Develop common measurement of key performance indicators and ensure each call center is driving towards established goals.Collaborate with division presidents and brand leaders to ensure call center operations reflect brand distinctions and business objectives.Build and develop a high-performing customer experience team focused on data-driven improvements, lead quality, and customer satisfaction.Manage costs while improving operational effectiveness, ensuring the call center delivers high-quality leads that enable higher sales close rates.Lead the integration of newly acquired brands, products, and services into call center operations, ensuring a seamless transition and coordination.Capabilities & Skills:
Strong leadership and relationship-building abilities, with a focus on collaboration across brands.Expertise in call center operations and customer experience, with a focus on lead generation and quality.Data-driven decision-making and experience in using performance metrics and analytics to drive improvements.Proven ability to manage costs while maintaining operational effectiveness and service quality.Strong understanding of call center technology and implementations.Excellent team development skills, with experience creating an employer-of-choice culture.Strong communication and interpersonal skills to influence across departments and business units. Qualifications 10+ years of experience in call center leadership, preferably within direct-to-consumer or multi-brand businesses.Experience building and leading a multi-time zone call center with a focus on customer experience and lead generation.Proven success in developing high-quality leads and optimizing customer satisfaction.Familiarity with customer satisfaction metrics, including Google reviews and Guild Quality.Initial Priorities:
Gain a deep understanding of the Great Day business, brand distinctions, and existing call center operations.Build strong relationships with division presidents, marketing leaders, and the call center team to align on goals and collaboration.Develop a call center strategy that builds on the Great Day framework while respecting brand-specific needs, ensuring consistency and quality across all brands.Launch call center technology and establish common measurement of KPIs.Identify areas for improvement in current processes and team dynamics, developing a plan for coordinated cross-brand operations.Improve the quality of service to customers, focusing on better lead management, higher-quality sales leads, and cost-effective operations.Ensure smooth integration of newly acquired businesses and products, enhancing cross-selling opportunities through effective training, leadership, and use of technology.
GDI is an Equal Employment Opportunity Employer
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