Job Title: Director of Call Center OperationsCompany: NearU ServicesPosition 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
- Comprehensive benefits package (health, dental, vision, etc.)
- Opportunity to lead and shape a growing, national platform
- Collaborative, high-energy culture focused on results and people
- Career growth and leadership development opportunities
Join Our Team!If you are a driven leader passionate about building high-performing teams and delivering exceptional customer experiences, we invite you to apply and be part of NearU Services' continued growth.
