Hiring: Director of Sales and Customer Service (Call Center) Company: Prime Group Holdings, LLC Location: Saratoga Springs, NY Job Posted Time: 2026-09-16 13:23:13 Employment Type: On-site Target Skills & Keywords : Portfolio Management About the job Experience: •Medical, Dental, life, vision, short-term disability, and long-term disability insurance program •Paid vacation time; paid sick time; paid holidays Required Skills: •Work onsite and in person at our downtown Saratoga Springs, NY location, collaborating with over 40+ call center teammates in a fast-paced, customer- and sales-focused environment •Partner with key stakeholders to develop and execute strategic contact center initiatives that align with customer service and revenue generation objectives •Lead the day-to-day operations of the contact center to consistently meet and exceed customer satisfaction metrics and sales performance goals •Use data-driven insights and analytics to make informed staffing decisions, optimize workflows, and identify growth opportunities •Design and implement innovative customer engagement solutions that enhance overall customer experience while directly contributing to top-line sales growth •Lead and inspire a geographically distributed team, ensuring alignment with organizational goals for both service delivery and sales performance •Train and oversee supervisors to ensure all front-line agents are equipped with the tools, knowledge, and sales training needed to deliver exceptional service and drive conversions •Monitor system dashboards and case management reports to assess performance impact; proactively implement changes to improve efficiency and revenue outcomes Qualifications: •Bachelor’s degree in business, finance or a related field •10+ years of job-related experience managing call center/contact center operations, with ideally 4 years of multi-site responsibility •Strong analytical skills and a love of metrics •Operational familiarity with best-in-class call center management principles, metrics and practices. •Dynamic, results-driven leadership •Advanced problem-solving skills to address complex and multi-faceted business problems; strong quantitative orientation. •Operational familiarity with cloud-based Contact Center systems and solutions •Excellent organizational skills and ability to manage multiple projects in a fast-paced environment •Outstanding verbal and written communication skills •A desire to be part of a high-growth, transformational company that is manically focused on providing a great customer experience to enable growth Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!