Director, Inside Sales Center (Remote)
Renewal by Andersen | British Columbia & Alaska
The Opportunity
Our Inside Sales Center is responsible for converting thousands of marketing-generated opportunities into qualified appointments each year across British Columbia and Alaska.
As Director, ISC, you will lead a team of managers, supervisors, and agents responsible for inbound and outbound customer engagement, appointment generation, and lead conversion. You'll have the opportunity to shape strategy, improve performance, develop future leaders, and build a best-in-class inside sales organization.
This is a highly visible leadership role with direct impact on revenue growth, sales capacity, customer experience, and marketing performance.
What You'll Lead
Leadership & Team Development
- Lead, coach, and develop managers, supervisors, and frontline agents
- Build a culture of accountability, performance, coaching, and customer focus
- Recruit, develop, and retain top talent
- Create leadership development and succession plans
- Drive employee engagement and retention initiatives
Contact Center Operations
- Oversee daily inbound and outbound operations
- Manage workforce planning, staffing models, scheduling, and forecasting
- Improve operational consistency and execution
- Optimize lead distribution, queue management, and customer response times
- Ensure the ISC is aligned with evolving business needs and growth objectives
Revenue & Performance
- Own and improve key contact center KPIs including appointment generation, lead conversion, outbound productivity, customer engagement, and overall sales performance
- Partner with Sales and Marketing leadership to maximize lead quality, conversion rates, and return on marketing investment
- Use data and analytics to identify trends, remove bottlenecks, and drive continuous improvement
- Align appointment generation with field sales capacity and revenue goals
Technology & Process Optimization
- Lead the optimization of contact center technology including Five9, CRM platforms, dialers, SMS tools, workforce management systems, and reporting platforms
- Identify opportunities for automation and operational efficiency
- Partner with IT and vendors to implement technology enhancements
- Improve reporting, visibility, and accountability across the organization
Strategic Leadership
- Collaborate closely with Marketing, Sales, Operations, HR, and IT
- Present performance insights and recommendations to executive leadership
- Support organizational change initiatives and business transformation efforts
- Help shape the future direction of the Inside Sales Center
You'll Be a Strong Fit If You...
- Have led high-volume inside sales, contact center, customer acquisition, or appointment-setting teams
- Know how to lead through managers and supervisors
- Understand both inbound and outbound sales environments
- Have a track record of improving team performance, conversion, and productivity
- Use data to make decisions but never lose sight of people
- Care deeply about coaching, development, accountability, and culture
- Are comfortable operating in a fast-moving, growth-oriented environment
- Can partner effectively with senior leaders across multiple functions
- Know how to create structure without slowing the business down
- Want to build something better, not simply maintain what already exists
What We're Looking For
- 7+ years of leadership experience in a high-volume contact center, inside sales, or customer acquisition environment
- 3+ years leading managers and multi-level teams
- Proven success improving conversion rates, operational performance, and revenue growth
- Strong workforce management, forecasting, and operational planning experience
- Experience with CRM platforms, dialers, workforce management tools, and contact center technologies
- Strong analytical, communication, coaching, and change leadership skills
- Bachelor's degree preferred; equivalent leadership experience will be considered
Compensation & Benefits
- Base Salary: $155,000 - $175,000
- Performance-Based Bonus Opportunity
- Comprehensive health and wellness benefits
- Retirement savings programs
- Paid time off and holidays
- Remote work environment
- Significant opportunity for growth and executive visibility
If you're ready to build, lead, and transform a high-performing Inside Sales Center, we'd love to talk.
