Director - Call Center

We are seeking an experienced Director of Operations to lead and grow our call center operations. This role is responsible for building, managing, and developing high-performing teams while overseeing both inbound and outbound call center functions.

Key Responsibilities

Lead and manage all inbound and outbound call center operations.

Recruit, train, coach, and develop managers, supervisors, and agents.

Build a strong performance-driven culture focused on customer satisfaction and results.

Monitor and improve key metrics such as service levels, quality, productivity, conversion rates, and customer satisfaction.

Develop workforce plans, schedules, and operational processes to support business growth.

Handle escalated customer and operational issues.

Prepare regular performance reports and recommendations for senior management.

Ensure compliance with company policies and industry standards.

Qualifications

5+ years of leadership experience in a call center or contact center environment.

Proven experience managing large teams and multiple departments.

Strong understanding of inbound customer service and outbound sales/campaign operations.

Excellent leadership, communication, and problem-solving skills.

Experience with CRM systems, workforce management tools, and performance reporting.