Contact Center Director

Accrue Partners; United States; Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Accrue Partners client seeks a Contact Center Director to lead the buildout of a centralized contact center for a rapidly growing, acquisition-driven consumer services organization. The role will drive inbound calls, online appointment scheduling, and AI chat into a unified model with high visibility to senior leadership.

You will develop and scale a high-performing team, establish a performance culture grounded in empowerment, quality, productivity, and integrity, and implement robust KPIs

Responsabilidades

• Centralize inbound calls, online appointment scheduling, and AI chat from branch-level handling to a centralized model.
• Develop and scale a high-performing contact center team.
• Define and implement KPIs to measure performance and drive accountability.
• Standardize booking processes for a consistent customer experience across branches.
• Collaborate with branch leadership to align scheduling with field service operations.
• Support expansion plans that may include outbound call strategies.

Conocimientos

Leadership

Call center operations

CRM data integrity

Appointment scheduling

Descripción del empleo

The client is seeking a Contact Center Director to lead the buildout of a centralized contact center for a rapidly growing, acquisition-driven consumer services organization. The role will transition inbound calls, online appointment scheduling, and AI chat from branch-level handling to a centralized model, with high visibility to senior leadership and long-term growth potential.

In this role, you will improve call coverage and operational efficiency to help capture missed opportunities and increase revenue. You will develop and scale a high-performing team, including launching with an initial group of agents and expanding capacity over time, while building a performance culture grounded in empowerment, quality, productivity, and integrity.

You will implement and refine key performance indicators, ensure CRM data integrity, and optimize appointment scheduling. Responsibilities also include standardizing booking processes for a consistent customer experience across branches, collaborating with branch leadership to align scheduling with field service operations, and supporting future expansion plans that may include outbound call strategies as the contact center evolves.