Head of Call Center Operations

AccruePartners; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

AccruePartners is seeking a senior operations leader to build out a centralized contact center, consolidating inbound calls, online appointments, and AI chat across branches. You will drive scheduling strategy, optimize call coverage, and implement scalable processes.

You will lead a growing team, starting with 10 agents and expanding to 50+ by year-end, with strong emphasis on KPIs, CRM data integrity, and cross-branch collaboration to maximize revenue opportunities.

Qualifications

• Proven experience launching and leading a centralized contact center.
• Operational leadership in scaling high-growth teams.
• Strong call center KPI and workforce management experience.
• Experience with CRM and booking platforms.
• Change management and process standardization skills.
• Customer-first mindset balancing scheduling and labor availability.

Responsibilities

• Lead buildout of centralized contact center and transition channels.
• Improve call coverage and capture missed opportunities.
• Develop and scale team from 10 to 50+ agents.
• Define KPIs and ensure CRM data integrity.
• Standardize booking processes for consistent customer experience.
• Collaborate with branch leadership on scheduling strategies.
• Explore outbound strategies and expansion plans.

Skills

Leadership

Call center management

KPIs

Workforce management

Scheduling

CRM

Change management

Team building

Tools

CRM software

Booking platforms

Job description

WHO OUR CLIENT IS

• PE-backed consumer services company supporting skilled trades, experiencing rapid growth through acquisitions.
• Multi-state presence with more than 10 companies within their portfolio.
• Employee-oriented, high-performance, innovative culture emphasizing empowerment, quality, productivity, and integrity.

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY

• Expansion-driven role with high visibility to leadership and long-term growth potential.
• Strong employee-first culture that values and appreciates its people.
• Competitive compensation, benefits, and bonus structure.

Why the Role Is Important:

• Lead the buildout of a centralized contact center, transitioning inbound calls, online appointments, and AI chat from branch-level handling.
• Improve call coverage and efficiency, increasing revenue by capturing missed opportunities from smaller branches.
• Develop and scale a high-performing team, launching with 10 agents in April and expanding to 50+ agents by year-end.
• Implement and refine KPIs, ensuring the CRM tool data integrity and optimizing appointment scheduling.
• Standardize booking processes, ensuring a consistent customer experience across all branches.
• Collaborate with branch leadership to align scheduling strategies with field service operations.
• Future expansion potential in 2026, including outbound call strategies and more.

Background That Fits:

• Proven experience launching and leading a centralized contact center, ideally in home services, scheduling, or related industries.
• Operational leadership expertise with experience scaling a high-growth team from startup to full capacity.
• Strong call center KPI and workforce management experience, comfortable refining metrics that drive efficiency and performance.
• Technology-driven approach with experience in CRM and booking platforms.
• Change management and process standardization skills, ensuring structured, scalable workflows.
• Customer-first mindset, balancing customer scheduling needs with skilled labor availability.
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