Call Center Manager (DTC)

Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group– the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 8 successful locations launched nationwide. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers, and over 60 years of proven excellence to deliver the highest standard of customer satisfaction.

We are currently seeking a Call Center Manager to lead our National Contact Center.

The Call Center Manager is responsible for leading a high-performance team of call center leaders and agents focused on setting in-home appointments for the Jacuzzi Bath Remodel sales team. This role requires a strategic, data-driven, and people-first leader who can balance performance management, talent development, and operational excellence.

Responsibilities

Directly lead, mentor, and develop a team of remote call center supervisors and team leads, ensuring a high level of engagement and performance.
Assess and enhance the effectiveness of team leadership, ensuring call center supervisors have the tools and coaching necessary to drive sustained success.
Implement and oversee performance management systems, including regular 1:1 coaching, documented development plans, and structured feedback loops.
Optimize dialing strategies, workflow efficiencies, and scripting to enhance customer experience and conversion rates.
Identify gaps in processes and implement solutions that drive efficiency, effectiveness, and overall call center productivity.
Regularly analyze call center KPIs, including contact rates, appointment conversion, and adherence to best practices.
Provide detailed reporting and actionable insights to senior management, ensuring alignment with business goals.
Oversee quality assurance programs to ensure customer interactions align with brand standards and compliance requirements
Other duties as assigned

Compensation is $70,000 + depending on experience

Requirements

Minimum 3 years of leadership experience in a high-volume, performance-driven call center environment.
Direct to Consumer (D2C), high- volume and sales/revenue generating environments highly preferred.
Strong ability to analyze data, identify trends, and implement process improvements to drive performance.
Excellent written and verbal communication skills, with the ability to influence and engage at all levels of the organization.
Strong project management skills with the ability to prioritize competing tasks and drive strategic initiatives.
High emotional intelligence (EQ) with the ability to motivate, coach, and develop employees at different career levels.
Strong business acumen, with the ability to align call center operations with overarching business goals.

Benefits