Director of Call Center

2 weeks ago

Burnaby, Canada Ideal Siding Full time

**About Us**
Ideal Siding is the fastest-growing siding renovation company in North America, with over 70 locations across the USA and Canada. We are setting new standards in the industry through innovation, customer service excellence, and a commitment to our values:

- Openness - Transparency, communication, and accountability fuel our success.
- Being Helpful - We serve people by finding ideal solutions for our customers.
- Hard Work - We strive to out-work, out-maneuver, and out-think competitors to deliver excellence.

Our mission is to ensure every homeowner in North America has access to reliable, affordable, and professional siding renovation services.

**About the Role**

**Key Responsibilities**
- Develop and implement call center strategies to enhance customer satisfaction, efficiency, and retention.
- Lead, mentor, and manage the call center team, fostering a culture of excellence, accountability, and performance.
- Serve as a point of escalation for complex customer inquiries or disputes, ensuring timely and effective resolution.
- Analyze call center metrics and customer feedback to identify trends, address concerns, and drive continuous improvement.
- Work with internal teams to refine call center processes and ensure alignment across departments.
- Ensure compliance with company policies, standards, and quality benchmarks in all call center interactions.

**Qualifications and Skills**
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 5 years of experience in leadership roles within a call center or customer service operations.
- Proven track record of developing and executing call center strategies that drive measurable results.
- Strong communication skills, both verbal and written, with the ability to foster trust and collaboration.
- Experience working with franchise or multi-location businesses is preferred.
- Familiarity with call center technologies, customer support tools, and CRM systems.
- Exceptional problem-solving and decision-making skills.
- Passion for delivering exceptional quality and service in a fast-paced environment.

**Why Join Us?**
- Competitive salary and benefits package, including extended health care, dental, vision, and life insurance.
- Hybrid work schedule and casual dress code.
- Opportunity to make a significant impact at a rapidly growing company.

**How to Apply**
Please submit your resume and a cover letter highlighting your relevant experience and why you would be a great fit for this role.

We are excited to meet leaders who share our passion for excellence and customer service

**Job Types**: Full-time, Permanent

Pay: $80,000.00-$120,000.00 per year

**Benefits**:

- Dental care
- Paid time off
- Vision care

Schedule:

- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Burnaby, BC V5C 6C6: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Customer service leadership: 5 years (required)
- Call center management: 3 years (required)

Work Location: Hybrid remote in Burnaby, BC V5C 6C6

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