Director, Hybrid Call Center Operations & Growth

Asurion; Orlando (FL); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Asurion seeks an experienced Call Center Leader to drive day-to-day operations in a hybrid environment, balancing home-based and on-site teams. You will lead sales initiatives, set performance expectations, and influence leaders to optimize customer interactions and revenue growth.

Proven ability to stabilize organizational effectiveness, forecast trends, and coordinate with stakeholders is essential for success in this role.

Qualifications

• College degree or equivalent experience required; advanced degrees preferred.
• 10+ years managing within call centers; 5-7 years in senior management roles.
• Experience launching new call centers or new projects.
• Experience recruiting and training for telephone and remote in computer support.

Responsibilities

• Manage daily Call Center performance to ensure high levels of customer service.
• Drive achievement of sales metrics by communicating expectations and holding leaders accountable.
• Motivate team to adopt sales behaviors and master product knowledge.
• Develop and implement a Call Center growth strategy and manage the department budget.

Skills

Call center management

Sales leadership

Customer service excellence

Data analysis

Education

Bachelor's degree

Advanced degree or certification

Tools

ACD systems

Workforce management tools

MS Office

Job description

Asurion seeks an experienced Call Center Leader to drive day-to-day operations in a hybrid environment, balancing home-based and on-site teams. You will lead sales initiatives, set performance expectations, and influence leaders to optimize customer interactions and revenue growth.

Proven ability to stabilize organizational effectiveness, forecast trends, and coordinate with stakeholders is essential for success in this role.