Director of Call Center Operations

NearU Services, 2550 West Tyvola Road, Charlotte, North Carolina, United States of America Job Description Job Title: Director of Call Center Operations Company: NearU Services About Us: NearU Services is a people-first home services platform supporting best-in-class HVAC, plumbing, and electrical companies across the country. We are committed to delivering exceptional customer experiences, operational excellence, and a culture where our team members can thrive and grow. Position Summary: NearU Services is seeking a strategic and results-driven Director of Call Center Operations to lead and optimize our multi-location call center operations. This leader will be responsible for driving performance, enhancing customer experience, implementing scalable processes, and developing high-performing teams. The ideal candidate brings a balance of data-driven decision-making, strong leadership, and a passion for service excellence. Key Responsibilities: Lead daily operations of the call center, ensuring high performance across scheduling, dispatch support, and customer service functions Develop and execute strategies to improve key metrics such as conversion rates, call quality, speed to answer, and customer satisfaction Build, mentor, and manage call center leadership and frontline teams Establish and maintain KPIs, reporting dashboards, and performance tracking Partner with field operations and brand leaders to align call center support with business needs Implement best practices, training programs, and quality assurance processes Evaluate and optimize call routing, workforce management, and technology platforms Drive continuous improvement initiatives and scalability across multiple brands Qualifications: 7+ years of call center leadership experience, preferably in home services or a multi-location environment Proven track record of improving performance metrics and scaling operations Strong analytical and problem-solving skills with experience using data to drive decisions Experience with call center technologies, CRM/ATS systems, and workforce management tools Excellent leadership, communication, and team development skills Ability to manage multiple priorities in a fast-paced environment What We Offer: Competitive salary and performance-based incentives Opportunity to lead and shape a growing, national platform Collaborative, high-energy culture focused on results and people Career growth and leadership development opportunities Equal Employment Opportunity (EEO) Statement: NearU Services is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. NearU Services, 2550 West Tyvola Road, Charlotte, North Carolina, United States of America #J-18808-Ljbffr Nearu