Call Center Director

Position SummaryThe Call Center Director is responsible for leading and scaling the call center operation to drive appointment generation, customer experience, team performance, and operational efficiency. This role oversees daily call center operations, workforce planning, performance management, training, reporting, and process improvement while partnering closely with Sales, Marketing, and Operations leadership.The ideal candidate is a strong people leader who can build accountability, improve conversion performance, create structure, and develop a high-performing culture focused on customer experience and results.Essential Duties and ResponsibilitiesLeadership & Team ManagementLead, coach, and develop Call Center associates.Create a culture centered on accountability, professionalism, energy, and customer serviceEstablish clear performance expectations and KPI ownership across the departmentConduct regular one-on-ones, team meetings, coaching sessions, and performance reviewsPartner with HR on recruiting, onboarding, engagement, corrective action, and retention effortsBuild succession plans and develop future leaders within the departmentOperational OversightOversee daily call center operations including inbound and outbound activityEnsure staffing levels align with business demands and appointment goalsMonitor scheduling, attendance, productivity, and call coverageImprove workflows, scripting, call routing, and customer handling processesDrive consistency and efficiency across all call center functionsAnalyze trends and performance data to identify opportunities for improvementDeliver regular reporting and updates to executive leadershipImplement action plans to improve underperforming metrics and team performanceSystems & Process ImprovementOptimize use of CRM, dialer platforms, reporting tools, and call center technologyIdentify automation and process improvement opportunities to improve efficiency and scalabilityEnsure accurate reporting and data integrity within systemsAssist in implementation of new technology and operational processesTraining & Quality AssuranceDevelop and maintain training programs for new hires and existing team membersEnsure representatives are properly trained on systems, scripts, objection handling, and customer communicationOversee quality assurance processes including call monitoring and coaching feedbackContinuously refine training and coaching based on performance trendsCross-Functional CollaborationPartner with Marketing to improve lead quality, campaign effectiveness, and speed-to-lead executionWork closely with Sales leadership to improve appointment quality and conversion outcomesCoordinate with Operations to ensure customer communication standards are maintainedSupport company initiatives, process improvements, and technology implementationsPosition Requirements:Required:5+ years of call center leadership experience requiredExperience managing high-volume outbound call center environments preferredStrong leadership, coaching, and team development skillsProven ability to drive performance through metrics and accountabilityExperience with CRM systems, dialer platforms, and reporting toolsStrong analytical, organizational, and problem-solving abilitiesExcellent communication and interpersonal skillsAbility to manage multiple priorities in a fast-paced environmentConstruction, home services, or direct-to-consumer experience preferred #J-18808-Ljbffr Priority Dispatch Corp.