Director Call Center Operations

NearU; Charlotte (NC); On-site; USD 150,000 - 190,000; Full time

Job summary

NearU Services is seeking a strategic, results-driven Director of Call Center Operations to lead and optimize our multi-location call center operations. This leader will drive performance, enhance customer experience, implement scalable processes, and develop high-performing teams through data-driven decision-making and strong leadership.

The role focuses on workforce planning, appointment scheduling, lead generation, and AI/automation initiatives to improve service levels and revenue growth

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 8+ years in progressive contact center/call center operations with leadership responsibility.
• Experience leading service- or appointment-driven contact center operations.

Responsibilities

• Lead and optimize NearU's National Booking and Contact Center across multiple locations.
• Develop forecasting, staffing, scheduling, and capacity planning.
• Standardize processes, service standards, and procedures across branches.
• Improve call routing, booking, and customer conversion to maximize revenue.
• Implement AI, automation, and other technologies in the contact center.
• Build and develop a high-performing organization through coaching and succession planning.

Skills

Leadership

Data-driven decisions

Strategic planning

Process improvement

Forecasting

Education

Bachelor's degree in Business Administration

Bachelor's degree in Operations Management

Bachelor's degree in Workforce Management

Bachelor's degree in Customer Experience

Equivalent experience

Job description

NearU Services is a people-first home services platform supporting best-in-class HVAC, plumbing, and electrical companies nationwide. We are committed to exceptional customer experiences, operational excellence, and a culture where team members can thrive and grow.

Position Summary

NearU Services is seeking a strategic, results-driven Director of Call Center Operations to lead and optimize our multi-location call center operations. This leader will drive performance, enhance customer experience, implement scalable processes, and develop high-performing teams through data-driven decision-making and strong leadership.

Key Responsibilities

Call Center & Booking Operations

• Lead and continuously optimize NearU's National Booking and Contact Center supporting HVAC, plumbing, and electrical services.
• Develop the operating strategy for inbound/outbound calls, customer service, lead generation, appointment booking, chat, and online booking.
• Standardize call center processes, workflows, service standards, and operating procedures across geographically dispersed branches.
• Establish accountability for call handling, customer experience, lead conversion, booking conversion, appointment quality, and revenue generation.
• Optimize the customer journey from initial contact through qualification, booking, confirmation, and branch handoff.
• Maximize every customer interaction by improving scripts, sales/service techniques, booking processes, and conversion.
• Ensure the contact center can effectively support seasonal demand, marketing campaigns, acquisitions, new services, and changing priorities.

Workforce Planning & Management

• Own workforce planning, including forecasting, staffing models, scheduling, capacity planning, intraday management, and service-level optimization.
• Develop forecasts based on historical trends, seasonality, marketing activity, weather, promotions, growth, and branch/service capacity.
• Optimize staffing, shifts, breaks, overtime, and coverage to balance customer experience, productivity, and labor costs.
• Monitor real-time performance and adjust staffing and routing based on volume, service levels, abandonment, wait times, and capacity.
• Partner with branch leadership, dispatch, service managers, and operations to align booking demand with technician availability, utilization, and geographic coverage.
• Establish capacity-based booking strategies that prevent overbooking, reduce delays, improve technician utilization, and maximize revenue.

Appointment Booking & Scheduling

• Own the strategy and performance of centralized service appointment booking.
• Optimize appointments based on technician availability, skills, capacity, geography, route efficiency, and demand.
• Partner with dispatch and branch operations to ensure accurate, efficient scheduling.
• Analyze branch and technician capacity to determine where additional demand can be generated or marketing/booking activity adjusted.
• Partner with Marketing to align lead generation and media spend with service capacity and profitable booked appointments.
• Maximize schedule fill rates while preserving capacity for emergency and high-priority service.

Lead Generation & Revenue Growth

• Establish the Contact Center as a key lead generation, conversion, and revenue-driving function.
• Convert inbound calls, digital leads, web inquiries, chats, and other contacts into qualified opportunities and booked appointments.
• Partner with Marketing and Operations to evaluate lead quality, campaign performance, customer demand, and booking outcomes.
• Develop closed-loop reporting connecting marketing investment and lead generation to contact center activity, appointments, revenue opportunities, and service capacity.

AI, Automation & Technology

• Lead evaluation, implementation, and optimization of AI, automation, and emerging contact center technologies.
• Identify opportunities for AI in call routing, agent assistance, call summarization, quality assurance, forecasting, self-service, scheduling, lead qualification, chat, booking, and workforce optimization.
• Demonstrate a proven track record implementing AI or automation in a call center, customer service, or appointment-based environment.
• Evaluate emerging technologies based on business impact, scalability, customer experience, and ROI.
• Establish governance, metrics, and adoption strategies to ensure successful technology implementation.
• Lead digital transformation across phone, chat, online booking, SMS, and other customer engagement channels.

Leadership & Organizational Development

• Build and lead a high-performing organization of contact center managers, supervisors, workforce management professionals, and customer service/booking agents.
• Establish organizational structure, staffing models, roles, career paths, and performance expectations.
• Foster accountability, customer obsession, continuous improvement, collaboration, and operational excellence.
• Develop managers and supervisors through coaching, performance management, training, and succession planning.
• Lead organizational change related to growth, acquisitions, technology implementations, and new operating models.

Performance Management & Continuous Improvement

• Establish a comprehensive Contact Center performance management framework.
• Use data and analytics to identify trends, operational gaps, and improvement opportunities.
• Implement continuous improvement methodologies and accountability mechanisms to improve service, productivity, conversion, and profitability.
• Lead root-cause analysis and corrective action for performance issues.

Branch Integration & Growth

• Lead Contact Center integration of newly acquired and established NearU branches.
• Develop standardized onboarding, training, systems integration, call routing, booking, scheduling, and performance processes.
• Partner with branch leadership to understand local markets, services, technician capacity, customer expectations, and operational needs.
• Build scalable processes and infrastructure that support continued growth without compromising customer experience or performance.
• Develop and manage the Contact Center budget, staffing costs, technology investments, and vendor relationships.
• Optimize labor and operating expenses while maintaining service levels and customer experience.
• Develop business cases and ROI analyses for technology, AI, automation, staffing, and process improvements.
• Manage strategic technology, workforce management, and contact center vendors.
• Negotiate vendor agreements and identify opportunities to improve service, functionality, and cost efficiency.

Customer Experience

• Champion the Voice of the Customer across all contact center channels.
• Use customer feedback, call data, quality monitoring, and service outcomes to improve customer experience.
• Ensure interactions consistently reflect NearU's brand and service standards.
• Improve customer satisfaction, retention, appointment adherence, and customer lifetime value.
• Partner with Operations, Marketing, and branch leadership to resolve recurring customer issues and improve the end-to-end service journey.

We're Excited About You Because of Your…

• Bachelor's degree in Business Administration, Operations Management, Workforce Management, Customer Experience, or related field; or equivalent experience.
• 8+ years of progressive contact center/call center operations experience, including significant leadership responsibility in a high-volume, multi-channel environment.
• Experience leading service-based or appointment-driven contact center operations