Director of Sales & Customer Service Pay Rate: Up to $200,000/year Location: Saratoga Springs, NY (On-site)
Employment Type:
Direct Hire Education: Bachelor's degree preferred. Must have at least an Associate's degree.
Experience:
10+ years of call center/contact center operations management, including 4+ years of multi-site leadership preferred Skills: Strong leadership, analytical, and cloud-based contact center systems experience required Our growing client is seeking a strategic and results-oriented Director of Sales & Customer Service to lead contact center operations and drive both customer satisfaction and revenue growth. This is an exciting opportunity for an experienced leader to shape operational strategy, mentor high-performing teams, and build a customer experience that supports long-term business success. Responsibilities of the Director of Sales & Customer Service will include: Lead and oversee sales and customer service operations across the contact center Develop and execute strategies to improve customer experience, operational performance, and revenue growth Establish, monitor, and analyze key performance metrics to drive continuous improvement Partner with cross-functional stakeholders to align customer service initiatives with business objectives Coach, mentor, and develop managers and supervisors to maximize employee performance and engagement Ensure frontline teams receive the training, tools, and sales coaching needed to deliver exceptional customer experiences Monitor operational dashboards and reporting to identify trends, improve efficiency, and increase sales opportunities Champion initiatives that position the contact center as a key driver of both revenue and customer satisfaction Evaluate and improve systems, workflows, and processes to support scalable growth Foster a collaborative, customer-focused culture committed to continuous improvement Qualifications for the role of Director of Sales & Customer Service : Required: Bachelor's degree preferred. Must have at least an Associate's degree. 10+ years of call center or contact center management experience Strong analytical skills with the ability to leverage performance metrics to improve operations Experience with cloud-based contact center systems Excellent leadership, organizational, and project management skills Outstanding written and verbal communication skills Advanced problem-solving abilities with a data-driven decision-making approach Ability to collaborate effectively across multiple business functions
Preferred:
4+ years of multi-site leadership experience Experience implementing contact center best practices and operational improvements
Benefits:
Medical, Dental, Vision, Life, Short-Term Disability, and Long-Term Disability Insurance Paid Vacation Paid Sick Time Paid Holidays Competitive Benefits Package
About Us:
redShift Recruiting is the region's premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions, connecting skilled professionals with top employers across the region.
