Call Center Director

Job Details Job Location: Newport Beach, CA Position Type: Full Time Education Level: 4 Year Degree Salary Range: $175,000.00 - $225,000.00 / year Travel Percentage: Up to 25% Job Category: Executive – Call Center Director — Luxury Automotive Rental Call Center Director – Luxury Automotive Rental This position is responsible for overseeing reservation teams and reimagining the contact center experience for a luxury car rental brand. Responsibilities Own the guest's first impression. Lead our reservation teams to convert inbound demand with best-in-class, five-star guest experience on every call, chat, and email. Stabilize, then scale. Bring operational rigor to day-to-day performance while building the structure and staffing model to grow without losing the personal touch. Build the future operating model. Stand up a standardized, data-driven, AI-enabled contact-center framework — workflows, technology, QA, and metrics — that scales across the company. Lead with data. Define and own the KPIs that matter (conversion, service level, CSAT, occupancy, retention) and use them to coach, forecast, and continuously improve. Develop the team. Hire, mentor, and inspire supervisors and agents; create a culture where service excellence and accountability go hand in hand. Partner across the business. Collaborate with operations, revenue, fleet, marketing, and technology to keep the guest experience seamless from booking to keys-in-hand. Benefits Medical Dental – Low and Vision are paid 100% by the employer $25,000.00 Basic Employee Life/AD&D Insurance for individual employees Short- & Long-Term Disability Insurance (for those in states where it is not offered) for individual employees Employee Assistance Program Pharmacy Discount Programs through CVS & Good RXHealth Support Programs for Maternity, Hinge Health, Life Balance, Gym & Health Coaching, Natural Products & Services, GoodRx, Teledoc, and more! 401(k) Retirement Program 2 Weeks of accrued Vacation with a cash-out program after 1st year Generous Sick and Safe accrued time off program Paid Holidays Paid Birthday off Cell Phone Pay of $40.00 a Month for hourly employees $1,000.00 Referral Bonus Program for hourly employees Employee Discounts for Auto Rentals (Friends & Family) Employee Wholesale Auto Purchase Program View email address on click.appcast.io Program Membership - thousands of discounts for just about everything! Food & Grocery, Fuel, Apparel Taxes, Travel, Electronics, Auto, Movie, and Entertainment (Theater, Theme Parks, Adventures) Access to a full library of hundreds of online professional career training courses, from sales to software and nearly everything in between Qualifications Bachelor’s degree in business, operations, hospitality, or a related field, or equivalent experience. 7+ years of contact-center / call-center leadership experience, including 3+ years managing managers or multiple teams. Demonstrated success in stabilizing and scaling inbound reservation, sales, or guest-service operations. Proven track record of improving conversion / close rates and service levels while maintaining a premium customer experience. Strong command of call center metrics, workforce management/labor forecasting, and performance management. Experience building reports and dashboards (e.g., Power BI) and using data to drive decisions. Excellent leadership, coaching, and communication skills, with the ability to interact effectively with senior leadership. Ability to work on-site at a call center in Palm Springs, CA or Newport Beach, CA, and to travel to other call center locations as needed. Preferred Qualifications Experience in luxury, hospitality, travel, private aviation, or premium automotive services. Experience in standing up knowledge bases, LMS / training programs, or AI-assisted support tools. Experience evaluating, selecting, or implementing call center technology platforms, including telephony / contact-center tools, CRM, reservation management systems, and AI-assisted workflow or agent tools. Familiarity with Paycom a plus. Experience designing representative incentive and compensation programs. Experience leading multi-site and on-site teams. Go Rentals is an EEO‑compliant employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or military status as a covered veteran in accordance with applicable federal, state, and local laws. #J-18808-Ljbffr