Vice President - Call Center Operations

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.

• 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.

• 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