Director of Centralized Contact Center & Growth

Accrue Partners; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

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

Responsibilities

• 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.

Skills

Leadership

Call center operations

CRM data integrity

Appointment scheduling

Job description

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