Call Center Director (Hospitality)

Call Center Director

Location: Newport Beach, CA or Palm Springs, CA (Onsite)

Compensation: $175,000 - $225,000 + Benefits

About the Opportunity

We are partnering with a leading luxury service organization seeking an experienced Call Center Director to lead and transform its customer contact center operations. This highly visible leadership role will oversee critical customer-facing teams and be responsible for driving operational excellence, improving service performance, increasing reservation conversion rates, and modernizing the technology and processes that support a world-class customer experience.

This position offers the opportunity to make an immediate impact by stabilizing a key business unit while helping shape the future operating model, workforce strategy, and technology roadmap for a growing nationwide organization.

Position Overview

The Call Center Director will initially focus on leading and stabilizing a high-volume customer service operation and will subsequently expand oversight across multiple call center teams. The successful candidate will bring a strong combination of operational leadership, workforce management expertise, performance analytics, customer experience excellence, and contact center technology knowledge.

This individual will be responsible for establishing consistent operational standards, improving team performance, enhancing customer satisfaction, and creating scalable processes that support future growth.

Key Responsibilities

Leadership & Team Development

• Lead day-to-day operations of multiple customer contact center teams.
• Stabilize staffing, improve engagement, and drive workforce retention.
• Develop managers, team leads, and front-line representatives through coaching and performance management.
• Foster a culture of accountability, collaboration, and exceptional customer service.
• Build a strong leadership pipeline and succession strategy.

Workforce Management & Operations

• Own workforce planning, forecasting, scheduling, capacity planning, and service-level attainment.
• Monitor and improve critical contact center KPIs, including service levels, occupancy, quality, schedule adherence, and productivity.
• Optimize staffing models and operational workflows to maximize efficiency while maintaining service excellence.
• Ensure quality assurance and coaching programs are consistently executed across teams.

Customer Experience & Revenue Performance

• Drive measurable improvements in customer satisfaction and inbound conversion performance.
• Implement coaching and performance management initiatives that improve results and service quality.
• Develop processes that support both operational efficiency and a premium customer experience.

Process Improvement & Standardization

• Create and implement standardized operating procedures across multiple contact center functions.
• Establish scalable onboarding, training, and knowledge management programs.
• Develop and maintain centralized knowledge resources to improve employee effectiveness and consistency.
• Evaluate and enhance performance incentive programs that support retention and productivity.

Technology & Innovation

• Lead the contact center technology strategy and roadmap.
• Evaluate and implement modern contact center solutions, including AI-enabled tools, workforce management platforms, telephony systems, and performance management technologies.
• Partner with IT and business stakeholders to improve systems integration and streamline workflows.
• Champion technology adoption and process automation initiatives.

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• 7+ years of contact center or call center leadership experience.
• 3+ years managing managers and/or multiple customer service teams.
• Demonstrated success improving operational performance, workforce productivity, and customer experience metrics.
• Strong expertise in workforce management, labor forecasting, scheduling, and capacity planning.
• Experience using data, reporting, and analytics to drive operational decision-making.
• Proven ability to lead change, improve processes, and build high-performing teams.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work onsite in Newport Beach, CA or Palm Springs, CA and travel as needed.

Preferred Qualifications

• Experience within hospitality, travel, luxury service, concierge, private aviation, premium automotive services, or other high-touch customer environments.
• Experience leading multi-site contact center operations.
• Experience implementing contact center technologies, CRM platforms, workforce management solutions, or AI-powered tools.
• Experience building employee training programs and knowledge management systems.
• Experience with Power BI, modern reporting tools, and contact center analytics.

Why This Role?

• Opportunity to lead a high-impact operational transformation.
• Significant visibility with executive leadership.
• Ability to influence operations, technology, workforce strategy, customer experience, and organizational growth.
• Join a collaborative leadership team focused on innovation, service excellence, and continuous improvement.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.