Director of Customer Contact Center

Job Description:

The Director of Customer Contact Center is a high-impact leadership role responsible for the strategic direction, operational excellence, and revenue performance of our remote customer contact intake. This individual will oversee a distributed workforce across multiple regions and divisions, ensuring a seamless, high-conversion customer journey from the initial point of contact to the technician’s arrival.

The mission is to transform a high-volume, multi-channel contact center into a world-class profit center by leveraging advanced CCaaS technology, data-driven coaching, and a robust remote-work culture. A primary strategic focus for this role is the modernization of the lead intake process through the deployment of AI-driven voice and chat agents.

Key Responsibilities

1. Distributed Workforce & Multi-Location Leadership

• Operational Synchronization: Standardize SOPs across all physical hubs and remote tiers to ensure a "one-brand" experience regardless of the agent’s location.
• Manage a balanced "human + AI" workforce, ensuring seamless handoffs from AI agents to live specialists for complex customer needs or high-value sales opportunities.
• Regional Load Balancing: Design and manage intelligent call-routing logic to shift capacity between regions during local weather emergencies or staffing surges.
• Virtual Culture & Engagement: Drive retention and morale through digital-first engagement strategies (e.g., virtual huddles, gamified performance tracking) to eliminate "remote isolation."
• Multi-State Compliance: Oversee adherence to varying state labor laws regarding remote work, equipment, and scheduling.
• Manage agent capacity and availability to ensure service level performance across a wide range of business hours and times zone.
• Manage after-hours call handing process and workflows to ensure proper service levels 24/7.
• Maintain “overflow” queue capabilities to maximize agent availability across all remote teams to reduce abandon rates and improve service levels.

2. Revenue & Pipeline Optimization

• Conversion Mastery: Own the "Inbound-to-Booked" ratio, ensuring agents are trained insales psychology, objection handling, and lead prioritization Implement rigorous training, scripting, and QA protocols for both human agents and AI logic to achieve best-in-class Lead-to-Appointment Conversion Rates.
• Shoulder Season Strategy: Develop and execute outbound call campaigns during mild weather months to maximize technician utilization through maintenance visit scheduling and unsold estimate follow-ups.
• Membership Growth: Integrate "Club Membership" sales into the standard call flow, turning every service inquiry into a long-term recurring revenue opportunity.
• Leverage new technology, including AI Agents to supplement call handling capacity, improving booking rates and driving an improved customer experience.

3. Technology & Data Intelligence

• AI Agent Strategy & Implementation: Lead the evaluation, selection, and deployment of AI Agent technology to handle inbound call volume, qualify leads, and autonomously book appointments into the CRM/scheduling system.
• Stack Management: Lead the optimization of the CCaaS platform (e.g., Talkdesk, RingCentral)..
• Predictive Analytics: Utilize historical data and weather forecasting to build staffing models that anticipate 300% volume spikes during peak summer and winter months.
• Quality Assurance (QA): Implement AI-driven or manual call-scoring programs that provide rapid, actionable feedback to remote and in-office agents.

4. Talent Development

• Remote Onboarding: Design a scalable, digital-first training curriculum that reduces "Time-to-Phone" for new hires while maintaining high quality.
• Develop and maintain a robust quality assurance process for all agents with scorecards, regular reporting with active coaching and performance improvement.
• Leadership Pipeline: Mentor and develop Site Leads and Remote Supervisors to ensure a consistent management layer across the organization.

Required Qualifications

Category

Requirement

Experience

7+ years in Contact Center Management; 3+ years in a Director-level role managing 50+ seats.

Remote Leadership

Proven track record of managing remote/hybrid teams across multiple time zones.

Digital AI Agent Transformation

Proven experience in a digital transformation capacity, specifically having managed the implementation of AI voice/chatbots or automated scheduling tools.

Industry

Deep experience in HVAC or Home Services is highly preferred.

Technical

Expert proficiency in Cloud-based IVR/ACD systems and Field Service Management software.

Communication

Exceptional written and verbal communication; ability to lead via documentation and video.

Airtron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.