Director of Call Center Operations

We are a fast-growing services organization seeking a dynamic and results-driven Manager of Call Center Operations to lead and inspire a large team. This is a critical leadership role responsible for managing call center operations, driving vendor performance, optimizing customer experience, and integrating operations with marketing and sales initiatives. The ideal candidate will have a strong background in call center management, vendor relations, operational strategy, and team leadership.Key Responsibilities:Vendor Management & OperationsLead and manage internal and external call center teams to ensure productivity, exceptional customer service, and high-quality experiences for both our organization and partner brands.Drive vendor performance by launching new partnerships, managing underperforming vendors, and optimizing costs while maintaining service quality.Develop and implement key call center metrics, training programs, and operating procedures to enhance performance.Oversee recruitment and workforce management efforts to ensure alignment with business goals and service-level agreements (SLAs).Establish and refine operational policies and procedures, equipping teams with the necessary tools, training, and knowledge for success.Monitor and optimize staffing, scheduling, and call handling to achieve service-level and operational goals.Develop and manage incentive structures that align with business objectives, promoting revenue growth and cost efficiency.Insights & TechnologyCollaborate with the technology team to enhance call center applications and hardware based on business needs.Analyze and report on key performance indicators (KPIs) such as conversion rates, efficiency, and digital lead engagement.Standardize performance reporting across all call centers and provide actionable insights to improve operations.Marketing & Sales IntegrationPartner with the Marketing team to align call center operations with marketing campaigns and sales initiatives, ensuring KPI achievement and optimizing the customer journey.Improve warm transfer processes to Regional Directors and boost sales through online channels and chat functions.Develop up-selling and cross-selling strategies to maximize revenue from leads that do not qualify for primary services.Team LeadershipLead and mentor a high-performing team focused on analytics, reporting, operations, and training.Provide coaching, support, and clear communication to promote team growth and success, both in on-site and remote environments.Evaluate the feasibility of establishing an internal call center model and lead pilot programs to assess its effectiveness.Qualifications:5-7 years of leadership experience in call center operations or customer care, with a focus on vendor management, operational efficiency, and customer experience.Proven track record of managing large teams and meeting service-level and business objectives.Expertise in developing and managing KPIs, performance metrics, and operational reporting.Strong understanding of call center technology and experience working with IT teams on system improvements.Experience in marketing, sales integration, and up-selling/cross-selling strategies.Excellent leadership, communication, and problem-solving skills.

Created: 2025-02-14