Director, Call Center Operations & Customer Experience

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 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