Senior Contact Center Director

Location: Woodstock, GA

Reports to: VP of Marketing

About Us:

Darwill is a third-generation, family-owned performance-based marketing powerhouse based in the western suburbs of Chicago, IL. Since 1951, we ve been impressing clients of all sizes and industries with our proven direct marketing solutions.

What s our secret sauce? We're not just a one-solution marketing company; we're a full-service, dedicated partner! From omnichannel strategies to eye-opening data insights, response-inducing creative, seamless production, and sophisticated reporting tools we've got it all! We combine digital and print direct response marketing strategies paired with our outbound and inbound contact center services to effectively set appointments on behalf of our clients.

Our Mission: To empower national and local businesses through performance-based marketing by executing complex location-based data-driven campaigns, leading to increased sales, sustainability, and an improved return on investment.

At Darwill, we don't just build marketing campaigns; we create a culture of success and positivity! We value respect, collaboration, empowerment, and giving back to the community. We're a team of spirited individuals working together to redefine client success. Your next chapter begins at Darwill.

Job Summary:

We're a fast-growing digital marketing agency seeking a dynamic and strategic leader to join our talented Contact Center team in Woodstock, GA.

We are seeking an experienced and dynamic Contact Center Director to oversee and enhance our contact center operations. This role requires a tactical leader with a strong background in optimizing process improvement, infrastructure management, implementing new technologies and team leadership. Leading the implementation and management of enterprise contact center capabilities, this role drives the scaling of solutions across omni-channel inbound and outbound platforms (phone, email, chat, reply mail, etc.).

As the Senior Contact Center Director, you will be at the forefront of delivering outstanding results for our diverse portfolio of clients and driving growth initiatives. If this sounds like a challenge you are up for, and you thrive in a fast-paced agency setting, value teamwork, and appreciate a supportive culture, we encourage you to apply today!

Key Responsibilities & Essential Functions:

• Strategic Leadership: Develop and execute a vision for the contact center that aligns with Darwill s overall business objectives.
• Operational Excellence: Oversee day-to-day operations to ensure efficiency, quality, and adherence to service level agreements (SLAs). Develop and monitor key performance indicators (KPIs) to assess and improve contact center performance.
• Team Training & Management: Evaluate training effectiveness and make continuous improvements to training programs. Lead and mentor the team including a contact center director, managers and a diverse team of agents. Set clear goals and expectations, monitor performance, coach and develop the leads, and hold team accountable for results.
• Process Improvement: Evaluate current processes and workflows, identify opportunities for optimization, and develop and implement SOPs to enhance productivity and customer satisfaction.
• Technology Implementation: Assess existing software and technology stack; recommend and implement new tools to streamline operations and improve performance metrics.
• Infrastructure Management: Oversee the maintenance and development of contact center infrastructure, including systems, CRM platforms, and other related technologies. Ensuring the contact center infrastructure supports scalability, reliability, and security requirements.
• Performance Analysis: Utilize data-driven insights to monitor key performance indicators (KPIs), analyze trends, and implement strategies to meet and exceed targets.
• Client Engagement: Collaborate closely with leaders in the contact center, sales, operations, as well as key customers. With a goal of developing and implementing strategic plans in alignment with our value proposition, to enhance contact center operations, reduce non-value-added activities and ultimately improve client s KPIs.
• Compliance and Quality Assurance: Ensure compliance with regulatory requirements, industry regulations and company policies; establish quality assurance processes to maintain high service standards.

Requirements:

• Bachelor s degree in Business Administration, Management, or a related field.
• Proven experience in a senior leadership role within a contact center environment, ideally within the marketing or advertising industry.
• Strong understanding of outbound and inbound contact center operations, including lead generation, appointment setting, and customer acquisition strategies.
• Demonstrated success in driving operational excellence, process improvement, and implementing technology solutions.
• Excellent analytical skills with the ability to interpret data, generate insights, and make strategic recommendations.
• Exceptional leadership qualities with a track record of building and developing high-performing teams.
• Effective communicator with the ability to influence and collaborate with internal stakeholders and clients.

Work Environment/Physical Demands:

• This job requires you to sit in a cubicle or office, on a computer (1 or more monitors) for most of the day.
• May be required to work extended/evening hours as needed.