Head of Call Center Ops — Onsite, AI-Driven Growth

Nearu; Charlotte (NC); Sur place; USD 140 000 - 190 000; Plein temps

Résumé du poste

NearU in Charlotte, NC is seeking a strategic Director of Call Center Operations to oversee the national booking and contact center across multiple locations. You will drive AI-enabled processes, workforce planning, and performance metrics to improve service quality, efficiency, and revenue, while integrating new branches and building a high-performing team onsite.

This leadership role requires strong collaboration with Operations, Marketing, and IT to deploy scalable processes and achieve

Qualifications

• 8+ years of progressive call center or contact center operations experience in a high-volume, multi-channel environment.
• Proven experience leading multi-site or multi-location contact center operations, ideally in home services or appointment-driven business.
• Strong workforce management expertise including forecasting, staffing, scheduling, intraday management, and capacity planning.

Responsabilités

• Lead and scale centralized booking and contact center operations across multiple branches, brands, and service markets.
• Standardize workflows, service standards, and operating procedures while accommodating local market needs.
• Optimize inbound/outbound calls, digital leads, chat, and online booking to improve customer experience and revenue.
• Align staffing with technician availability and service capacity; integrate new acquisitions.
• Own workforce management strategy and labor optimization from forecasting to scheduling.

Connaissances

Multi-site contact centers

AI & automation

Workforce management

Forecasting & scheduling

Leadership

Vendor management

Data analysis

Formation

Bachelor’s degree in Business/Operations

Outils

WFM platforms

Analytics tools

CRM systems

Description du poste

NearU in Charlotte, NC is seeking a strategic Director of Call Center Operations to oversee the national booking and contact center across multiple locations. You will drive AI-enabled processes, workforce planning, and performance metrics to improve service quality, efficiency, and revenue, while integrating new branches and building a high-performing team onsite.

This leadership role requires strong collaboration with Operations, Marketing, and IT to deploy scalable processes and achieve