Director, Call Center Operations

Director, Call Center Operations The Director, Call Center Operations is responsible for delivering strong and consistent performance across call center operations supporting multiple brands on the Unleashed Brands platform. This leader oversees internal teams and outsourced call center partners, with accountability for service, sales and conversion performance, customer experience, workforce effectiveness, operating cost, and overall execution. The role combines people leadership with operational improvement. The Director is expected to build strong leaders and teams, establish clear performance expectations, identify and address performance gaps, and continuously improve the processes, tools, and operating practices that drive call center results. This leader also oversees external call center vendors and outsourced teams, ensuring they meet established service levels, quality standards, performance expectations, and financial commitments. Key Responsibilities Drive Call Center Performance Own performance across assigned brands and programs, including service level, quality, conversion, occupancy, shrinkage, productivity, attrition, and other key operating metrics. Establish clear performance expectations and operating rhythms that create accountability for results. Identify performance gaps quickly and work with leaders to implement corrective actions and measurable improvement plans. Use data, customer feedback, and firsthand operational observation to improve performance and customer outcomes. Ensure consistent execution and service standards across brands while accounting for differences in business needs and customer expectations. Lead and Develop Call Center Teams Lead, coach, and develop call center leaders responsible for day-to-day operations and team performance. Build leadership capability and succession depth across the call center organization. Ensure leaders consistently coach performance, manage attendance and productivity, and address employee issues promptly. Partner with the People Team on workforce planning, organizational structure, hiring needs, performance management, and employee relations. Create an operating environment that reinforces accountability, development, and strong customer service. Improve and Optimize Operations Evaluate call center processes, workflows, staffing models, and operating practices to identify opportunities to improve performance, efficiency, and customer experience. Lead implementation of process improvements and ensure changes deliver measurable results. Standardize operating practices where doing so improves consistency, efficiency, or scalability across brands. Develop staffing and workforce plans that align labor resources with contact volume, service expectations, and business demand. Build operating plans and performance measures that connect call center activity to broader business outcomes. Manage Outsourced Call Center Partners Oversee outsourced call center vendors and external delivery partners supporting Unleashed Brands and its brands. Establish and manage service levels, quality standards, performance expectations, and operating requirements for external partners. Hold vendors accountable for performance, staffing, service quality, and contractual commitments. Review vendor performance and economics and identify opportunities to improve service, efficiency, or cost. Lead onboarding and operational integration of new vendors or outsourced teams as business needs evolve. Financial and Business Accountability Own assigned call center budgets and monitor labor, vendor, and operating costs. Manage cost-per-contact, labor efficiency, staffing productivity, and other financial measures. Develop business cases and ROI analysis for process, technology, staffing, or vendor changes. Connect call center performance to sales, customer experience, retention, and other brand-level business outcomes. Communicate performance, risks, and improvement plans clearly to senior leaders and brand stakeholders. Technology and Continuous Improvement Identify opportunities to use technology, automation, AI, and analytics to improve call center performance and customer experience. Partner with Technology and vendor teams to implement new tools and integrate them effectively into operations. Ensure technology investments translate into improved productivity, quality, customer experience, or cost performance. Lead adoption of new tools and processes through clear implementation plans, training, communication, and performance measurement. Brand and Stakeholder Partnership Build strong working relationships with brand leaders and key stakeholders supported by the call center organization. Understand each brand's priorities and translate them into appropriate call center operating plans and service expectations. Provide clear visibility into results, issues, trends, and improvement opportunities. Resolve escalated operational issues and ensure commitments to brands and customers are met. Qualifications Required 10+ years of progressive call center or contact center operations experience, including leadership of managers and frontline teams. Demonstrated success leading multi-brand, multi-program, or multi-site call center operations. Proven ownership of call center KPIs including service level, quality, conversion, productivity, occupancy, and workforce performance. Experience improving operational processes and delivering measurable performance, efficiency, or customer experience improvements. Strong workforce management experience, including staffing models, forecasting, scheduling, and labor optimization. Experience managing budgets, labor costs, vendor costs, or other significant operating expenses. Experience managing outsourced call center providers or other strategic operational vendors. Demonstrated ability to develop leaders, build accountability, and improve team performance. Strong analytical and financial acumen with the ability to translate data into operating decisions. Ability to work effectively across multiple brands and with senior business leaders. Preferred Experience implementing or scaling AI-enabled call center tools, automation, or advanced analytics. Experience leading significant operational change or process transformation. Experience with Five9, Salesforce, workforce management platforms, business intelligence tools, and modern call center technology. Experience in a franchise, multi-brand, consumer services, or similarly complex operating environment. Perks Paid bi-weekly Company Paid Holidays Flexible Paid Time Off Paid Parental Leave Multiple health care insurance plans that cover medical, dental, prescription, vision, and employer HSA contributions Competitive 401(k) Program with employer matching contributions Daily dress code of \"business casual\" A positive work environment And much, much more Company Description Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 1,300 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit Unleashed Brands is headquartered in the Dallas/Fort Worth Metroplex. Commitment to Equal Opportunity Unleashed Brands is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. ADA Consistent with the Americans with Disabilities Act (ADA), Unleashed Brands will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Unleashed Brands is proud to be an equal-opportunity employer. #J-18808-Ljbffr Socket.dev