Call Center Director of Training & System Administration

Job Description

Job Description

Call Center Director of Training & System Administration

Strong on the inside & out. We know nothing is more valuable than what takes place on the inside of a home and the family moments that strengthen bonds. The lived experiences that shape communities. We believe our customers' attention should be on nurturing and enjoying their interests and their families, not on roofs, siding, or windows. Our job is to make sure that never changes. 

Stronghouse is a leading provider of residential, multifamily, and commercial roofing, siding, and windows solutions in the industry. We are a high-growth, private equity-backed consolidator with a strategy to grow both organically and inorganically via completing acquisitions and partnering with great operators in our markets.

Call Center Director of Training & System Administration

Remote – Reporting into team located in Oconomowoc, WI.

Compensation and Benefits – $90,000-$100,000 plus full suite of benefits (healthcare, dental, vision, 401K match, etc)

Job Overview: 

The Call Center Director of Training & System Administration leads the design, implementation and optimization of call center training strategies that improve agent performance, operational efficiency and customer experience. This role leads the training and quality team, leveraging data driven insights and technology to deliver peak performance. The role additionally leads the systems administration that supports the broader call center initiative, acting as the enabler of technology across the team.

Key Responsibilities:

Training Leadership

Develop and execute onboarding, upskilling and performance improvement programs.

Build scalable training frameworks emphasizing service excellence, communication and compliance.

Lead and mentor training staff, ensuring quality, consistency and accountability.

Conduct workshops and calibration sessions to align performance standards.

Quality Assurance Integration

Collaborate with QA to align training with performance trends and skill gaps.

Implement targeted interventions to enhance agent capability and consistency.

Technology Enablement

Oversee and act as subject matter expert (SME) for call center technology inclusive of RingCentral, Hatch, Balto and CRM.

Maintain training materials and support technology adoption.

Collaborate with IT to implement system effectiveness.

Systems & Technology Administration

Call flow configuration and troubleshooting in RingCentral.

Call ID reputation management and contact rate monitoring.

Agent engagement tracking.

Cross platform data integrations (Dialer, CRM, Data Dashboards).

Data Driven Coaching

Deliver dashboards and analytics to measure training impact and ROI.

Analyze performance trends to inform coaching and process improvements.

Ensure structured feedback, recognition and transparent communication across teams.

Qualifications:

Bachelor's Degree or equivalent in Marketing, Communications, Mathematics or a related discipline.

5+ years of hands-on experience managing marketing functions.

Strong understanding of digital advertising platforms, analytics tools and performance metrics. 

Strong analytical skills with the ability to interpret data and drive decisions based on performance insights. 

Excellent communication, organizational, and project management skills. 

Ability to work independently and collaboratively in a fast-paced environment. 

Reasons to Join Organization:

• High-Growth Environment: Be part of a high-growth, acquisitive company that is rapidly expanding and offers exciting opportunities to shape the future.
• Innovative Contributions: Take the lead in driving innovation and implementing new strategies that enhance your role and the company's success.
• Career Growth: Benefit from numerous internal growth opportunities as the company continues to expand, providing a clear path for career advancement.
• Ambitious Goals: Join a company with aspirations and the financial backing to achieve a $1 billion valuation in the next several years, positioning itself as the largest player in its vertical.