Director, Call Center (Inside Sales)

Director, Inside Sales Center (Remote) Renewal by Andersen | British Columbia & Alaska Build the Team That Turns Demand into Growth Some leaders can manage a call center. The right leader can turn one into a growth engine. At Renewal by Andersen, our Inside Sales Center (ISC) plays a critical role in how we grow. It is where customer interest becomes qualified appointments, where speed and quality matter, and where strong leadership directly impacts revenue. We're looking for a Director, Inside Sales Center to lead this function through its next stage of performance and scale. This role is ideal for a proven contact center leader who knows how to develop people, improve conversion, optimize operations, and build a culture of accountability and continuous improvement. You are not just a dashboard watcher. You are a builder. You know how to identify what is holding performance back, strengthen operating rhythms, develop leaders, improve conversion, and help a team raise its standard. You can balance people, process, technology, and results while partnering across Marketing, Sales, Operations, HR, and IT to deliver measurable business growth. If you've ever looked at a contact center and thought, "This operation could be stronger, smarter, faster, and more valuable to the business," this may be the opportunity for you. The Opportunity Our Inside Sales Center is responsible for converting thousands of marketing-generated opportunities into qualified appointments each year across British Columbia and Alaska. As Director, ISC, you will lead a team of managers, supervisors, and agents responsible for inbound and outbound customer engagement, appointment generation, and lead conversion. You'll have the opportunity to shape strategy, improve performance, develop future leaders, and build a best-in-class inside sales organization. This is a highly visible leadership role with direct impact on revenue growth, sales capacity, customer experience, and marketing performance. What You'll Lead Leadership & Team Development Lead, coach, and develop managers, supervisors, and frontline agents Build a culture of accountability, performance, coaching, and customer focus Recruit, develop, and retain top talent Create leadership development and succession plans Drive employee engagement and retention initiatives Contact Center Operations Oversee daily inbound and outbound operations Manage workforce planning, staffing models, scheduling, and forecasting Improve operational consistency and execution Optimize lead distribution, queue management, and customer response times Ensure the ISC is aligned with evolving business needs and growth objectives Revenue & Performance Own and improve key contact center KPIs including appointment generation, lead conversion, outbound productivity, customer engagement, and overall sales performance Partner with Sales and Marketing leadership to maximize lead quality, conversion rates, and return on marketing investment Use data and analytics to identify trends, remove bottlenecks, and drive continuous improvement Align appointment generation with field sales capacity and revenue goals Technology & Process Optimization Lead the optimization of contact center technology including Five9, CRM platforms, dialers, SMS tools, workforce management systems, and reporting platforms Identify opportunities for automation and operational efficiency Partner with IT and vendors to implement technology enhancements Improve reporting, visibility, and accountability across the organization Strategic Leadership Collaborate closely with Marketing, Sales, Operations, HR, and IT Present performance insights and recommendations to executive leadership Support organizational change initiatives and business transformation efforts Help shape the future direction of the Inside Sales Center You'll Be a Strong Fit If You... Have led high-volume inside sales, contact center, customer acquisition, or appointment-setting teams Know how to lead through managers and supervisors Understand both inbound and outbound sales environments Have a track record of improving team performance, conversion, and productivity Use data to make decisions but never lose sight of people Care deeply about coaching, development, accountability, and culture Are comfortable operating in a fast-moving, growth-oriented environment Can partner effectively with senior leaders across multiple functions Know how to create structure without slowing the business down Want to build something better, not simply maintain what already exists What We're Looking For 7+ years of leadership experience in a high-volume contact center, inside sales, or customer acquisition environment 3+ years leading managers and multi-level teams Proven success improving conversion rates, operational performance, and revenue growth Strong workforce management, forecasting, and operational planning experience Experience with CRM platforms, dialers, workforce management tools, and contact center technologies Strong analytical, communication, coaching, and change leadership skills Bachelor's degree preferred; equivalent leadership experience will be considered Why Join Renewal by Andersen? Because this role matters. The Inside Sales Center is a critical link between customer demand and company growth. The leader in this seat will have the opportunity to shape the team, strengthen performance, improve how we operate, and make a measurable impact on the business. We are not looking for someone who simply wants to keep the phones running. We are looking for someone who knows how to build leaders, improve performance, and turn opportunity into results. Compensation & Benefits Base Salary: $155,000 - $175,000 Performance-Based Bonus Opportunity Comprehensive health and wellness benefits Retirement savings programs Paid time off and holidays Remote work environment Significant opportunity for growth and executive visibility If you're ready to build, lead, and transform a high-performing Inside Sales Center, we'd love to talk.