Rise Broadband · 8 hours ago
Senior Director, Contact Center Sales
Irving, TX
Full-time
Onsite
Director/Executive
10+ years expRise Broadband is a company focused on enhancing customer loyalty and accelerating revenue growth. The Senior Director of Sales & Retention will lead the call center sales performance, overseeing customer acquisition, retention strategies, and team development to ensure exceptional customer experiences and sustainable growth.
Digital MediaMobileTelecommunications
Responsibilities
Develop and execute the overall Sales and Retention strategy for the call center, aligning with corporate growth and customer experience goals
Lead and inspire a team of Sales and Retention Managers, Supervisors, and Agents across inbound, outbound, and save-the-sale functions
Collaborate with Marketing, Product, Operations, and Finance to align campaign execution with business objectives and customer needs
Create a performance-driven culture built on accountability, coaching, recognition, and professional development
Oversee Inbound Sales performance to maximize conversion rates, average revenue per sale, and attach rates for bundled services
Lead Outbound Sales initiatives to generate new customer acquisitions, win-back former subscribers, and support targeted campaigns
Develop and manage sales incentive programs that drive consistent achievement of daily, weekly, and monthly goals
Utilize CRM and analytics platforms to monitor funnel performance, agent productivity, and revenue per contact
Direct the Customer Retention team, focusing on churn prevention, save efforts, and proactive outreach to at-risk customers
Partner with Customer Experience and Operations to identify and mitigate root causes of churn (e.g., billing issues, service performance, pricing)
Implement data-driven churn models and develop early intervention strategies based on call dispositions, account activity, and usage patterns
Monitor and continuously improve Retention KPIs including save rate, repeat contact rate, Net Promoter Score (NPS), and customer lifetime value (CLV)
Establish, track, and analyze key performance indicators (KPIs) including conversion rate, average handle time (AHT), FCR, repeat call rate, churn rate, and agent adherence
Ensure compliance with company policies, industry regulations, and call quality standards
Partner with Workforce Management (WFM) to optimize staffing models and ensure SLA achievement across queues
Drive continuous improvement initiatives to enhance sales efficiency, streamline processes, and leverage automation and digital tools
Other duties as assigned / required by the business
Qualification
Required
Bachelor's degree in Business, Marketing, Communications, or related field required
10+ years of experience in call center sales, customer retention, or customer success leadership
Proven record of managing high-volume sales teams (100+ agents) and exceeding revenue and retention targets
Deep understanding of telecom sales metrics, churn analytics, and customer lifecycle management
Strong analytical and financial acumen; proficient with CRM systems (e.g., Salesforce, CSG, SugarCRM) and call center analytics tools
Exceptional leadership, communication, and coaching skills with ability to motivate diverse teams across multiple sites
Strategic thinker with demonstrated ability to translate insights into actionable plans
Preferred
MBA preferred
5+ years in telecom industry strongly preferred
Company
Rise Broadband
Rise Broadband provides fixed wireless broadband internet and digital voice telephone services to residential and business customers.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$281.63MKey Investors
Hercules Capital
2023-02-02Acquired
2018-05-01Debt Financing· $205M
2010-11-09Series Unknown· $36.3M
Leadership Team
Jeff Kohler
Co-Founder, Chief Development Officer
Recent News
2025-04-10
DeWitt County Today
2024-05-05
Company data provided by crunchbase